No service from ABSA Insurance

I submitted a claim (No ********** ) to the Absa insurance during March 2018 after having damage to our pool tiles and cover caused by excessive rain while we were on holiday. Within a few days Absa send out somebody and after seeing that the problem is at the swimming pool and surroundings they said that they don't work with swimming pools. Then nothing happened and we phoned again after which they send an assessor and he asked us to collect some quotes and send it to him. We did that . After a few days the assessor told us that he received the quotes and that he send the quotes through to Absa. On the 24 th of May we phoned the customer care line and spoke to Ester who confirmed that the claim was attended to and I was satisfied that I will hear from them within a few days. Now 10 days later and nearly 2.5 months after the damage we still know nothing. How long should this take?