ABSA home oners insurance

I logged a call on 3 November 2020 regarding storm damage to my home roof. I promptly received a claim number with an assigned agent named. Mathapelo Mailula. Following that there has been silence. I have made several calls to date (20 November 2020, 10h15) with excuses of not receiving the quote from the assessor to we are still working on it at the back office. My question to ABSA, are you tracking the age of claims? What is the manager's doing to ensure that the back log is reduced? What proactive communication do you have with clients? Does M Mailula actually exist in your organisation? Please remove the voice message that you have a delayed response due to COVID, that is old and lame, we have all moved on and found ways of working to accommodate the new normal!