Please can the RIGHT person contact me!

I logged a claim online with ABSA for my home insurance (Pool pump burned out). Then I had to phone as I heard nothing. Later, a lady by the name of Arlana contacted me and confirmed that the claim had been logged but that they did not have any electricians in East London so I had to get a quote from my pool shop and a damage report and send it through to her. I did what she asked and got the relevant information and sent it through and heard nothing. I emailed her to find out if she had received it and her response was this: \Please contact your insurance company as they will be able to assist you". What? I logged it online through the ABSA website (got a claim number and everything: ***). SHE contacted me and asked for the information and now says to contact my insurance company. Is that not what I did in the first place?? Please can the CORRECT person contact me urgently to get this claim paid so that I can get it fixed! This is the first time I have ever claimed from you guys (had the bond for almost 10 years) and frankly I am not impressed. Please can someone tell me what is going on and what the progress of my claim is!? Thank you."""