Absa Direct totally useless

I've had my home insurance with Absa Direct since I bought the property in the 90's this year, beginning of March was only the 2nd time that I submitted a claim. I've submitted all the evidence required in March. They've misplaced the documents and I've submitted twice. My case has been allocated to 2 different people, Michael Mlambo and Nonkululeko Mtimkulu. They've both only tried calling me once. My numerous attempts to contact them has been unsuccessful because I get posted from pillar to post, emails go unanswered and on the one occassion when Nonkululeko responded to my email it was frustratingly only a request for information that I've already submitted. My email indicating that I wish to make a complaint never had a response. This is unacceptable. I need help with this matter please