No response after an urgent Santam claim

I don't like writing negative reviews about businesses but this is an emergency and I am receiving no response from Santam (I have been with them for 10+ years and thus far only had a positive experience). Our house flooded. Our broker advised that we contact SANTAM's SOS line. I did so within the 'office hours' mentioned yesterday. Automated replies were sent after every answer I provided. 24 hours later still no help or assistance. I phoned the number provided (the SOS no ***). I even contacted the normal Santam no. I followed all the prompts they asked for and ended up listening to a dead line - not even music playing, just nothing. Santam's ad always says 'regte egte versekering' - well, can a 'regte, egte' / real person urgently contact me ***)?