Absa stalling on Rent Funds: House Burned

First things first, I must expect our utmost frustration and disgust in the way that ABSA has handled this whole claims process. You have been doing nothing but stalling and sending us from pillar to post. I hope you are aware that my dad is ill and chronically so at that and in these severe weather conditions I am not sure how he id expected to survive while he has no place to stay???

Initially, a gent by the name of Phango from Absa (cc'd) pretended to be of assistance and he specifically asked that we send those documents as is which did on 08 Sept already and fast forward almost 3 weeks later after getting no response despite several follow ups, you now come and ask for a written quote??? Why??? What for??? All he asked was that we must look for an unfurnished house, similar in characteristics??? What is this written quote now? For what purpose? The estate agents details are contained in those documents, why doesnt Absa call them to verify the rental amounts? If anything Phango advised that the money would be paid to my dad and he can take a lease on his own so why the need to ask for written quotes? This feels like a delaying tactic while all these years my dad has been paying his premiums accordingly and when its time to pay, you pull this stunt? If you will not be securing the rental place anymore, just be upfront and say it so we can evaluate other avenues to deal with this matter????

We once again patiently wait for you to reconsider this and urgently provide the funds to secure a place!

Very frustated!!!