Poor service - absa building insurance

I have submitted a claim 6 weeks ago for a burst pipe, which I had to get fixed and paid the plumber directly since it was an emergency. Calling absa insurance takes you to the cal center who eventually gave me the e-mail address of the person handling my claim. I have sent e-mails but they get ignored. Some of the call center staff that handled my call, tried to contact him while I'm on the line but no answer. They promised to send him e-mail, but still nothing. I don't understand how absa can run a call centre that can not help their clients, and then the staff that is supposed to help clients are missing in action? How is such long outstanding claims not escalated? This is very poor service!