Absa Insurance Ghosting Me

I have an outstanding unpaid insurance claim (Claim ***). On the 12th of July I contacted Absa Insurance and notified them. 14 July I received an email that (Name available on request) has been assigned to the claim. I advised him that I have a tenant in the property and I am under pressure to repair the damage on the geyser (the hot water wasn’t working), I asked if it is ok and acceptable to the insurance for me to do the repairs and submit invoices etc given the urgency. He confirmed. I proceeded to do the same, then submitted invoices and pictures on the 14th of July, I sent a follow up email on the 18th July and now again on 12 August - no one has called or even gotten back to me about the progress of the claim. I believe I have been very patient, surely a month is an unreasonable amount of time for such a thing to be resolved?