Absa building insurance service sucks!!!

I lodged a claim on the 21 September and to date haven’t received a conclusion on this claim. A contractor came and submitted an invoice but whenever I call the claims department cause no one updates me, I’m told the invoice is being accessed. How long does it take to access an invoice and make a decision. It’s sad that we have to follow up in order to get customer service, it is not Absa duty to update their customers. I guess my account is not worth that but have to pay premiums every month.