Appalling Customer Service

Absa Idirect insurance it's BAD NEWS! I am sitting with numerous query references since I registered a claim with Absa Idirect on 18 November 2021,and no one is willing to take responsibility. The turn around times specified on these escalations have long passed and there is still no resolution. My car was written off in November. Absa has my NATIS document and spare keys,and I still do not understand why my claim is still not yet processed? Yet they have the nerve to debit my bank account for monthly premiums which I don't understand. I know someone is going to respond to this just to pacify me and create another query reference yet there are still pending queries logged prior. I guess I have no choice but to involve the bank Ombudsman. There are far better insurance service providers out there.