ABSA Insurance mute

On 18 January 2021 I submitted a claim for an outdoor structure. It's now been 30 days without any feedback on the claim ...!

So far, I've sent 6 emails, made 3 phone calls and ..... nothing! A week ago, I asked ABSA Insurance on Twitter if a 3 week delay in getting any form of response to the claim was 'reasonable' and immediately received an apologetic response and a promise of action, but alas, still nothing ...

I sent an email over a week ago to their 'level 1' escalation email and was told I would receive a response from their team, but alas, nothing...

The initial claim for structural damage caused the pool pump and electrical circuit that runs the pool to be damaged. Subsequently, my pool has turned into a breeding ground for mosquitoes and who knows what else ...

The structural damage also resulted in the disturbance of the foundations around the outdoor structure, and with the recent rains, may result on further structural issues for my boundary walls and the paving in the vicinity.

All of the above has been communicated via email, but alas, nothing ....

Is this treatment of a customer warranted? I believe the Insurance Industry was supposed to be obliged to 'Treat Customers Fairly'.