Insurance claim not resolved

I have put in a claim for water damage to my laminated flooring on the 4th of December to absa home insurance. I have had to follow up continuously on this matter for the last month with no outcome or any call from Absa as yet while my tenants are sitting with the inconvenience of rotten swolen floors. Everytime I call I am referred to a new person or department that is apparently busy with the report or waiting for feedback from some obscure department. How is this professional service? I am certainly moving to a different service provider.