ABSA Poor Service

On Monday the 16th of August I submitted a claim for a leak in my passage discovered when we where busy replacing our carpets with laminated flooring. It seems to be from the shower next to the passage. I had to repair it in the meantime to stop the leak and finish the flooring. Pictures was forwarded to the bank as well as relevant documentation. A week later and still no feedback nor any phone call, only me phoning them all the time and only to hear that they are still busy with it and no feedback yet and someone will phone me.

I need to understand the turnaround time for feedback and closure on claims. Please assist urgently