Absa Insurance completely useless

Saturday evening of 27 January 2024 we had a severe thunder storm and the wall between us and the neighbour collapsed. I contacted Absa Insurance on Monday morning to report the incident. We received a claim number from them on Monday and it stated that someone will contact us within 48 hours. Friday (5 days later!) Tshepo (Absa Builder) came to have a look at the damages, he was 3 hours late for the appointment and when he eventually pitched, only took photos and told us Absa won't pay for the damages but he will tell them it was due to a tree that has fallen down. It was not the case at all, the wall collapsed due to the storm and too much water and strong winds. My husband phoned Tshepo back and told him not to lie on the report. Wednesday (Another 5 days later!) I contacted Absa again to get some feedback. I was informed that it will be send through to the assessors immediately since it hasn't been done yet. Up to date (multiple weeks!) there was still no feedback or reply received from Absa. Utterly unprofessional and ***********!