Absa Insurance no service

We had to claim against our House Insurance for damages and repairs due to a burst geyser. The Absa assigned contractor came out and after a few visits they eventually completed the work, but they caused new damage and promised to come and repair it, but we are still waiting. The ceiling they replaced after replacing the burst geyser has started to crack. We have also requested assistance in providing certain documentation. We have been waiting for more than 3 weeks and have sent 5 requests for assistance to Absa HOC, with no feedback , only automated responses.