Claim *** - poor service for building insurance with ABSA

We phoned the emergency line for Building insurance on 31 August when we noticed we had a water pipe leak in our bathroom. We got an call from Adhoc plumbers to come and assess the problem and they immediately without testing or anything decided the cause was the waste pipe. On the Saturday 1 September we phoned Absa 24/7 line asking if we can ask Drain Surgeon to come and investigate as our spare bedroom wall and carpet was under water. We then got the go-ahead to do so. (This amount was included in the quote sent to re-route the pipes)We had to contact Drain Surgeon as well as a building contractor for quotes and submitted the quotes to Absa on 10 September. On 10 September we submitted the damages claim to Lungile Phefo and on Friday 14 September we got phone calls @ 15:55 from Drain & Geyser doctor to come and assess as well as a subcontractor to come and give a second opinion (2 weeks after the incident occurred) - The carpet smells and the wall have serious damage. We urgently need to know why this process was so prolonged and at this stage we are living in unhygienic condition. We have attached photos of the damages and 2 weeks later - we need to open our home for a second opinion. Unbelievable!