Bad service to a loyal customer

I have registered claim on the 20th March 2023 up to this date I have not received a call from Absa idirect car insurance claim department. I don't know whose handling my claim, how far is the process? Their text msg informed me that someone will call me within 48hrs. Today is the 13th working day there's still no update when I try to call them to find out they said system is not working since morning. Can someone please tell me what happened because with the first claim everything was swift?