Bad customer service

I am utterly disgusted with the service feom Absa insurance. Two days ago lightning struck our gate motor. We started the claim process and a contractor (Alcatraz security) came to evaluate the damage. It was explained to the technician that we are going on holiday tomorrow and the gate should be fixed by then. He promised to let us know as soon as he got to the office. We heard nothing feom Alcatraz again. Later yesterday aterday 2018-11-16, we phoned Absa insurance again to enquire and explained the problem we had. The consultant promised to get somebody to contact us back. Nobody called back. Today, 2018-11-17, we tried contacting Alcatraz, without success, as the office hours are only weekdays. Absa insurance does not answer the phones. We have been on the line now for more than 45 minutes on the number ********** 122. Why do we pay insurance and almost never use it, when we get this type of service? Surely Absa doesn't only have one contractor to fix ***e motors in our area?