No answer but promise 3 hour turn around time

Natasha Pershad promises 3 hour turn around on claims for burst pipes. However, I've tried to call the call centre and have been on hold for an hour and a half now. Looking at other reviews on this site I don't hold much hope of speaking to a human.... I have logged an online claim on the app and requested a callback, and claim just sits in "Pending Acceptance", and doesn't even show on the app. I cannot call Home Assist as burst pipes are not covered..... SBIC - the clock is ticking!!!