Pathetic Service from Nedbank Home owners insurance

I put in a claim for pipes in the roof that burst in Jan.Received a mail stating my claim has been registered on 7 Jan.In the meantime another pipe burst and started leaking through the ceiling-the10th- according to the plumber the pipes are very old and needs to be replaced)I phoned on the 10th,spoke to 2 people but they tell you to stay on the line and then plays music in your ears for 5-10 min.I am only using a cellphone,and can not hang on for 10 minutes because they dont know what to do or tell me.So we called a plumber and had the pipe that was leaking,replaced before it causes any more damage to the ceilings.We had to make the payment ourselves.I sent the tax invoice to Nedbank insurance,but all I get is a automatic reply,and no one gets back to me to tell me what is happening.They give the wrong tel nr on the mail they send out as well.I would love to know what seems to be the hold up?I pay my insurance every month,without complaining,but when it comes to the part where you have to claim,they go silent.Up to date no one has phoned me to at least tell me what is happening.If I had a choice I would deffinetely not pick Nedbank Insurance because they have no customer service.According to the policy they take pride in their customer service.Well you cant complain about the service cause there are no service!Really pathetic! Request

Working days

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Policy changes; cancellations and policy enquiries

7 days

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New claim requests

2 days

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Enquiries on claim progress

4 days

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This is what the mail says.I see on this one the tel nr is correct,but the previous mails all had the incorrect nr.My claim nr is CO***