Absa Insurance

I was granted a bond through Absa /- 15 years ago and paid up around 3-4 years back. I retained my building insurance and now have put in a claim due to my ground collapsing under my hard area which is in front of my garage and I am unable to get my car out. It is now three weeks since I put in the claim and have had 2 assessors come out and a contractor for a quote. The problem is that they have never out of their own given me a call unless I phoned to find out what is happening. This does not coincide with what they say on their insurance letterhead