Beware of Absa idrect insurance

On the 6 of june 2015 had a burst gyser pipe lodge a claim on the monday had to sleep on the couch as all the mattresses were damaged with the water on the on the 8th june Leisal from absa is the claim handler informed me that do I have the ombudsmans contact details and do I have a copy of the policy this was very strange to me I felt like she has concluded that this claim will not be settled now she tell me I have to wait until the items are dry than they will be assesed this is bs they don't want to settle their claims but want your money every month not a good company to deal with this lady is rude to her clients who have to go through truma and she makes their lives more difficult when I confront her she puts the blame on the assosors they are playing cat and mouse with the people told her I will have to go and buy another mattress and she does not care a dame the I have to sleep on the couch please if there is some one in a higher position can you please help me