Poor response & sense of urgency for burned house

On the 16 June 2015 our house burned down then we submitted a claim on 17-06-2015 with ABSA as we had a Building Insurance & House Contents inurance with them but from there on we never had any response from ABSA, we tried going into the branch but we were told that we had to call them again sadly we being send from pillar to post, all this time I had to stay in burned house with my 4 months old baby, until on Friday 19/062015 we send in an email with vulgar words in it, then I immediately received a call from Thandeka telling me she is coming on 24/06/2015, all this time of my family had to bring in blankets from Villiers, Free State to us in Bloemfontein(Rocklands), when Thandeka finally showed up she told me 2 make list of damaged or lost items together with prices, she also said we should look for an alternative accomodation for 3 months then they will pay the rent but it shouldnt be more than R20000.00 for those 3 months, the following day we founfd a place but we had 2 organise our own transport 2 move some of the staff 2 that house at our own costs but we have insurance, we are still waiting for Thandeka again 2 come back to us with regard to payment of rent & way forwa