Response required from ABSA HOI iro claim

I registered claim ********** with ABSA home owners insurance two weeks ago. A pipe burst and caused serious damage to the ceiling and floor. I received a claim form in respect of the repair of the pipe by the plumber, but no response in respect of repair to the ceiling and floor despite numerous e-mails. I also tried to phone a number of times but the person handling the claim was not able to take any of my calls.