building cliam with absa bank on there insurance

i had damage from the storm that started at the end of January 2021.i phoned amd on the 2nd of February got through to a absa help desk that assisted me and send contractor's to view the damage .i have been in contact with the contractors and they were quick to submit there reports .every time i phone absa they tell me they waiting for some one there to review first .does anybody still work in that depaim im that department ? im waiting since the 2nd that i cant sleep in my house and absa is on holiday .twice ive phoned they promised some one will contact me but that also did not happen after paying insurance for 19 years on my currant home and another 5 on a previous flat .when i need the help to be quick iy seems your service is non existence