Ooba Terrible Service

I called Ooba Insure on 8 January 2024 to report a leaking roof, I held on the line for more than 45 minutes. I then resorted to sending them an email and I received a claim reference number and they said a consultant would contact me. Reference no OOBA-6190. I have not received a call from an Ooba Consultant. I called Ooba again yesterday (13/01/2024). I spoke to Reneilwe Morabe who took my ID number and contact number and promised to call me back. I assured her that if she didn't get back to me I was going to escalate this matter. What's the point if having insurance of you can't get hold of the claims department to log a claim? My area has experienced heavy rains all week.