Absa bad communication

Very unhappy with the last claim procedure submitted. 3 Weeks ago i called in a claim. it took them 1 week to get accessors out to access the damages. thereafter 2 weeks go by and the accessors are calling me too come out an do the job but i have had no corresspondance from absa with notification or document stating claim has been approved and what the excesses might be and if we like a cash settled. I get a call from the contractor yesterday morning asking me if they can come out. i was shocked, so i got on the phone to absa to enquire i got the run around then i called them again today finally got someone to call me back. but before they called i recieved a 1 sentence email stating good day the service provider quote has been acepted and work will commence. nothing else no details from who or absa's details in the bottom and it comes from a nonreply adress. They perfectly trained to say the correct wording and ask for verifiying your details but cant help you. The lady firstly doesnt know anything about a document that needed to be sent out for approval. She then tells me if i want a cash settlement i must tell her then she will send it after me telling her the procedure. but the sad thing is the guy Thambo that is handling our case has been so busy for 3 weeks not to correspond to us as yet. Is this what the service of our country as gone too even from a top entity like absa bank. this is pathethic really and you wonder why people in SA are soo fustrated.