Worst customer experience ever

I believe taking insurance policy is for peace of mind. Having SA Homeloans Insurance is the worst insurance you can take. Not only am I stressing coz of the water leaking from my ceiling. I have building insurance with SA homeloans which should be peace of mind, but I have been trying to get assistance since this morning and I have been met with incompetency service from the ladies named Gugu and I forgot the other one. They both promised call back which hasn't been the case. I'm not sure if they want the ceiling to fall and damage stuff in my house or they want it to maybe a member of my family. Can I please get assistance from someone more competent or the whole company is the same?