Bad service

Digicall solutions was appointed by Absa to handle my claim oh well ok sunday i received an sms i think it was from absa telling me my claim has been approved antd they furnished me with a number to call the number doesnt go through to any1 but the Automated voice and their boring very low music u cant even tell that u are still on the line ok fast foward i googled an alternative number i got it, called today at about 8 inthe morning they told me claim handler Deslene Brown is still busy on the line they will send her/him an email 2 hours later i called again got very same message that the claim handler is busy but will call soon how long must one wait to get assistance from them why does Absa idirect insurance have to use them and not deal direct with me like they did when they sold the insurance to me there was no 3rd party involved why now please Absa