Insurance claim

Good day, my mom took out household insurance with absa is Ermelo and about three weeks ago there was a break in at her home and a couple of her valuable items ******, she made a claim with her insurance till today the claim has not been process, least to say the service has been appalling and no one seems to know what is going on. She has now received an SMS to say she must pay excess into a Standard bank account when she is in fact dealing with absa. We need absa to sort out this nonsense and process the claim as they are happy to collect premiums on time each month.