Disgracefull Absa

My parents have been home insured with Absa for the last 45years. And has NEVER before claimed anything. My mom send through requesting to claim for water damage on the 15 Jan 2025, on which she received a mail to say her request has been sent to a consultant that would provide feedback and a reference number. On the 21st of Jan my mom still had no response and send another mail on which she got exactly the same feedback as on the 15th. On the 22nd of Jan she phoned absa and was told that they can not help her on the reference number (issued by absa). But the lady assured her that she herself will put through the claim. My mom had no feedback and phoned again on the 5th of Feb with no luck. I then phoned absa's complaint department on the 12th on behalf of my mom. And up to date no response. I think this is absolutely pathetic service to say the least. For pensioners to deal with this. Especially after they have never claimed before. And the 1st time they actually need to claim this is what they get from absa. The damage is now becoming servere as it started raining alot again. I will not recommend absa home insurance to anyone , as u cant actually complain about the service cause there isn't any. To treat a loyal customer and a pensioner like this is digracefull Absa!!!!!