Pathetic service with Absa home owners insurance

Lodged a claim around 11th of July 2019. Absa sent wrong contractor to assess. Then no feedback. I contact their action line already twice and still no feedback. Action line used to command results but seems like now Absa isn't bothered in providing services which we are paying for. Ref no ***,C-***6,C-***8. I will be contacting the ombudsman in 48 hours