Disappointed by Absa Home Insurance

I suffered intense hail storm damage to my house on Monday 22 April 2024. I immediately tried to contact my insurer Absa Home Insurance and after being sent from pillar to post and being cut off several times, I finally got to a consultant who said she could not register a claim before I could submit documents pertaing to my late husband and myself as this is a estate late policy. Mind you, these are documents I had submitted 6 years ago hence the policy is still active and registered as Estate Late... and I have been paying the premiums for the past 6 years and have claimed on this policy before. I however resubmitted these documents. On the same day I submitted my claim through an email provided by Absa and got an acknowledgement saying a consultant will call me. I am sitting 4 days later with various emails with confusing reference numbers from Absa and no progress to show for it for the damage I expected to be attended to as an emergency. In desperation I have sent emails with pictures of the damage and invoices of emergency repairs I personally had to fund in order to make the house habitable and to mitigate against further damage. Today I called Absa again and on two occasions and I am told that they cannot pick up my original claim on the system and furthermore that they cannot yet register a new claim for me as their system is down. I have no option except to wait for a call back when their system is down. There is rain predicted today, so more damage will result as a result of the original hail storm damage. I am told that ' you can mitigate your own damages in the meantime, qell guess what? I have done to best I could to do exactly that by having damaged windows, fences etc repaired & replaced, but isn't the reason we pay insurance premiums so that we don't dig into our often empty pockets when disaster strikes? We have been paying premiums for over 20 years and yet when an unforseen disaster struck, I am now running like a headless chicken to try and restore my home to what it was before thus disaster. I am angry and exhausted.