bad service from absa home insurance sending people pillar to post

i queen have a homeloan with absa since 2 years ago which i have been banking with absa for the past 45years i logged a claim with them in january when gauteng was having all those heavy storms and rain it damaged my roof and my ceiling i waited for them to send some to look at it but the lady kept on calling that she cant come because of the rain how it kept raining how she was also so rude when contacting me and not even making excuses when she can't make it all she could tell me is that i can also see that its raining how it kept causing more damage in my house. I waited febuary again for absa to get back to me i waited march again only for them to send me a message that they have a back lock on claim for five days after that i didnt recieve any communication i call to find out what went wrong with my claim phone kept on cutting me off finally i spoke to to guy by last name Sighn who told me my claim was being delt with by Marietji number *** and the told me Elle had the claim number *** so i tried calling them phones are never on at all i also spoke to Ricky I just don't understand the decline on the claim because it was not discussed with me i pay for those services that rain was the course of my liking roof i could have not went up the roof and had a party there to damage the roof .