Contradictions, false promises and no progress regarding an Insurance Claim

We are highly disappointed with ABSA Insurance's handling of an insurance claim, and this after 15 years of holding this policy.

We submitted a claim on 22 February (reference 3411 684) about ****** and damaged copper pipes and a geyser. On 23 February ABSA sent out a contractor who was supposed to submit a quote. After a week and numerous phone calls later ABSA admitted that no quote was submitted despite promises from their contractor. They even struggled to get hold of the contractor for feedback. Eventually three weeks later an ABSA consultant said we should rather get and submit our own quote for approval and authorisation, which supposedly would be quicker. This we did and sent to ********** as requested. Still we waited for any feedback from ABSA about the claim. After another few phone calls, and a promise that we would be contacted by 11am yesterday regarding approval, we now hear (after I had to phone AGAIN) that the original unreliable contractors said that the house was vacant for 60 days so there’s no claim (no one has said anything about this originally, or mentioned that this is a condition). We will now submit municipal bills to prove otherwise, but I fear that this is just another stalling tactic from ABSA to hide their incompetence and that nothing will happen again. We did everything ABSA asked us to do, including sending the police case number, but had to phone every few days for a month while no progress is made, promises are broken and no straight answer can be given. Every time just another story. What a joke!