after i lodge a claim the lady is never available

i called to lodge a claim on my windows that is badly damaged. and allendre promise me that first thing in the morning ill have a answer. i called for time from 9am this morning and she is never availablreto take my call and no other agent is able or willing to assist me. this is not what i was told when i took the policy with absa idirect. u was told service is top class. when it time for the debit to run then its on time never late. but the agents who get paid from my premiums arent getting back to me