Absa Insurance very disappointing

our copper pipes - water and gas - have been ****** 11 days ago. after an emergency fix that required a R1000 payment it is impossible to get hold of ABSA insurance. No communication of which repairs where approved. ABSA doesn't have gas contractors so we have to manage the process ourselves. Already had to prepay R750 for emergency fix. It seems impossible to reach a person in charge of the process. Very very very frustrating. Reaching 2 hours on the phone waiting time.