Absa iDirect Home Insurance

With the storm that hit the west rand on the 9th of october, my house received minor damage. I contacted my insurance (i.e. Absa iDirect) to log a claim for a skylight that was broken as well as a couple of roof tiles. When the service provider came to fix the damage on 24 november, they did not fix the skylight and claim to know nothing about this. I contacted Absa iDirect to ask what is going on as this was the main item I wanted to fix and did mention this on the call. Absa iDirect said they cannot assist me without a claim number, which I do not have. Now I am expected to pay the R500 towards the service provider for work done that did not include the full repairs I requested.