Absa travel insurance delay - passing the buck on claims payment

We travelled to Sweden in August / September, and my bag containing all our travel documents and bank cards was ****** in our last few days there. We felt reassured to have Absa travel insurance to help us through this horrible experience, and kept all the receipts and police documents, as instructed by their helpline.

We submitted the claim when we got back, and suddenly we were no longer dealing with Absa but with Europ Assist, who have spent the last 3 months telling us that they can't help us due to 'high claims volume'. We are getting absolutely nowhere with them. It seems that Absa was happy to sell us this policy (that took less than an hour to finalise!), but no one is willing to help us with the claim.