Settlement of Claim

I logged an insurance claim with ABSA HOC Insurance on 18 December. On 28 December I followed up & spoke to Aubrey who told me that they were waiting for the Assessors report & that the claim would be settled by the end of the week. He said the reason for the delay was all the public holidays. On 31 Dec I phoned again & spoke to Thabiso who asked me if the assessor had been to the property yet. He then went on to tell me that another assessor had to ascertain whether damage from a claim 3yrs ago, on which they paid a proportionate amount, had been repaired. I have no problem with this. The problem I have is 1) Why was this assessor not appointed originally? 2) I get through to a call centre every time & am unable to speak to anyone with the authority to make a decision. 3) I have no idea when this claim will be resolved.<br> Outsurance handled my claim for the same event where goods were insured, the items were collected for assessment the same day & they paid the claim in full in 2 working days.<br> Why should I continue to use ABSA insurance?