ABSA Insurance totally useless

I have two house in Secunda both insured with ABSA that have tenants. During the weekend of 13-14 June the water pipes in the roof of both buildings burst. The leaks has not yet been fixed. We have spend hours on the phone and still no progress. My wife is on the phone now and apparently we must put in multiple claims for the same incident but they cannot tell me how many two or five or ten apparently they need a claim for every straight piece of pipe and every elbow or T-piece. I have also spoken to one of their managers Maggie she was going to come back to me but I have not heard anything from her. It is now 17 days since the pipes froze and burst the tenants are very unhappy as they still have no water.