Light in a very dark place!!!

My grandfather's house burnt down 6 months ago and needless to say no repairs have been completed as yet due to complications with Absa's insurance and quiet frankly I feel poor service from Marikie Loyd who is handling the claim. Due to a stroke my granfathers speech is impaired and he forgets anything he is informed. On Monday 14 January 2019 , family decided to reach out to us the younger generation to assist our grandfather. We called the claims department to get better clarity and we were sent from pillar to post before finally reaching Marikie who informed us she was waiting for documentation to be sent to her since the 4th January 2019. My question is does it take over 10 days for an email to come through? Marikie then referred us to Philip in another department concerning an amount on a bond. Philip understandably so advised he could not discuss this matter with us and referred us to our closest branch. We took our grandfather to the Branch in Springs Mall. We were assisted by an amazing lady called Johanna Baholo. Johanna works at customer services and really couldn't do much to assist us however she bent over backwards calling the claims department trying to reach Mariki and still experienced what we experienced with people putting the phone down in her ear when realising which claim it was and Mariki suddenly being unavailable to assist. We were not the more patient customers either however Joanna remained calm and kept pushing to get us assistance. After Johanna promising to assist us further the next day , we left the bank. Johanna kept her promise and called us the next day with feedback and requested we return to the bank the following day with our grandfather for feedback. when we arrived on the 16 January 2018 Johanna then called Mariki for her to communicate with our grandfather of which she told him that she would email him. When He requested that Mariki speak to one of us grand children as he was struggling to understand , Mariki hung up. Johanna Baholo was patient, empathetic and professional in the way she assisted even though the case had nothing to do with her department. I am truly grateful to Johanna for the exceptional service she gave. Absa has a bad reputation at present with many of us however Johanna stood out in the mist of all the drama. We are still not clear on what the delays are with our grandfathers claim as he is struggling to communicate due to ill health however Johanna Baholo THANK YOU ALWAYS.