Absa Insurance not so sure

On the 9th of Jan 2016 my house and carport was severerly damaged by a terrible hale-storm, my carport collapsed under the weight of the ice parts of my house roof was severely damaged and my swimming-pool solar heating was also damaged. On the 11th i reported this to Absa insurance and got a claim no *** on the 13th they send out assessors to asses the damage and that was the last i heard anything, i have send 8 emails to absa insurance they read it but don't reply. Today i phoned absa insurance and spoke to the lady that told me she don't know whats going on , they are waiting for internal assessment...why is absa taking so long i cant use my swimming pool my my carport is a danger to my family and my house look like dump I'm very sorry to say I'm with absa 25 years and this is the service that i get? Shame on you