No feedback on my online inusrance claim

First of all i would like to voice my disappointment and inconvenience i received from ABSA Insurance.I logged a online claim request on the 28 December in regards to a leaked/drain pump.Received a sms stating we will attend to it in 2 working days.Nothing happened.Which i understand as it was holidays.Again on the 04th jan i logged another claim request.Received a email with reference number.Still no feedback.So i called the call centre and apparently the ID number provided doesn't pick up anything.The agent advised that she cant seatrch with the reference number as well which is weird as it was generated by the claims department.Nevertheless i was told i must have the policy number which i didn't have.What i find weird and strange is the fact is that on a previous occasion when i logged a query online , they were able to assist.This has been now 3 weeks where i didnt receive any assistance and still being in a position of inconvenience due to a leaking drain pump.