Bad Service

I have lodged a CCTV Camera Lightning damage claim with ABSA insurance as their client on the 19th December 2017 and till to date no progress, I have to do a follow up and every time you call they do not have information from their service provider who is an external provider. the first assessor came on the 27th of December 2017 and gave a false report to the insurance, I only knew about the issue when I called them in January to follow up, they do not have decency to keep you updated on the progress of the claim, I was not assign a claims handler with details , I had to stay on line for over 5 minutes before I could be answered . the other contractor was appointed fro second opion after I requesred that they appoint one because my lightning damage is bigger than the report they got from the first assessor. the report of the second assessor was send to them on the 19th of March 2018 and to date they still don't have the report, when I spoke to them today on the 10th of April 2018. I have lost hope because my preimium is paid to ABSA not their service providers and I expected them to deal with this issues within their systems but now I have been dragged into the external service provider incompetence and I have been disadvantaged, ABSA does not see it that way, I have decided to contact the Ombudsman because I do not get joy from ABSA.