Service not carried out

I have a current home loan with Nedbank. I contacted the call center on 21/09/2015 to activate the building insurance on my home. I spoke to Nonhlanhla and she quoted me R190.00 and still asked if I want this amount to go off my account together with my bond repayment monthly. She also stated that she will send me an e-mail with the policy and detail, which I am still waiting for today. I agreed to have the amount go off as one amount every end of a month. On 30/09/2015 I got a sms from Nedbank that took off a debit order but it was only for my bond repayment. So according to me I am not covered, because the insurance premium did not go off my account. I contacted the call center on 30/09/2015 at 11:10 and got put thru to 3 different people, then when I got put thru to a fourth person, the machine just said that, that department is now closed until 12:30. I find this unacceptable that I am wasting airtime to sort this out and then I get told to just phone back and waste airtime again. I am now wondering whether I should rather be asking another insurance company to assist in regards to building insurance.