insurance claim

I contacted Absa after a tree fell on the outside wall of my house during a storm. I explained that it was urgent as my house is now 'unprotected'. I got a claim number and someone was sent to look at the damage. I was informed that building would start on Monday 14 December. After numerous phone calls I was told this morning that the quote was not accepted. I tried to get a response from Absa Insurance today but was told that there was nobody to assist me before Thursday as the staff have team building today. I was also unable to get an emergency telephone number. I would like to have had the wall repaired as soon as possible. I am not sure what procedure is followed to get quotes. I would appreciate it if I could be kept informed and not left in the dark about the progress.