ABSA Idirect refused to handle my claim

ABSA Idirect refused to handle my claim, claiming that they cannot find my insurance policy on their system. I have phoned several times and was informed that I need to start the procedure online which I did. I have not had any response for two and a half days even after several attempts to contact ABSA Idirect contact center etc. as well as mail and fax and starting the claim process online. ABSA Idirect has arranged that the vehicle be towed in and NOTHING since. Each time I contact them the solemnly promise to get back to me which of course they neglect to do. It seems like ABSA Idirect is unsure about there own claim procedure.