Insurance claim

We put in a claim for a leaking pipe in the shower. The plumbers came out and fixed the pipe. However the tiles has never been replaced and according to the plumber the tilers would have been sent out. Myself and my husband works, so we are not always at home. We tried to contact the Absa insurance call centre on several occasions when we know we would be available for people to come in and do the work. We go through the instructions on the phone only to be cut of at around 1 min 30 sec every time. Can you please follow up so that we can make use of our shower again? Thank you.