Abysmal lack of service

On 20/9/17 I lodged a claim on my house insurance policy, for internal leaking pipes. I had a plumber here within an hour, quite impressive ****il I realised it is the plumber's excellent service, and NOT Absa Insurance!) I then had an email from them (Absa), telling me the claim was in the pipeline and giving me the name of the agent who is supposed to be handling my case. I have tried phoning her, emailing her - and eventually after 2.5 hours on the phone today (I will be charging for my cell phone usage and time!) I complained on Absa facebook page, as I could not get through to anyone! They apologised profusely (a platitude I do not accept, by the way) and promised to look into it and revert to me, but giving no time expectation, when I asked what the time lapse might be, they simply ignored me. I do not have the time nor patience to deal with people who happily and promptly take my money each month and then simply ignore me when I am trying to get the leak fixed! I am more than furious.