Absa insurance does not want to answer my claim

i am writing on behalf of my mother for claim *** she reported a leakage on the 15th MArch and Absa insurance promised to report back on 29th March. on the 29th they promised to report 29th April still no answer. They don't answer their phones and don't get back to my mother and the celing is affecting the whole house and lights are affected now. Please do help my mother as she is a pensioner and this is adding unnecessary stress and she never misses her insurance payments. Mamelodi, Pretoria