Claim for home insurance

My name is Silindile Zulu I have a home insurance with Absa, on Sunday I woke up in a pool of water in my sitting room, dinning room caused by heavy rains in Durban. I called the insurance to lodge a complain I was told that have lots of complaints that they are beasy working on after that I received an email telling me that the consultant will attend my case within two working days.Mind you they did not send even that one hour plumber callout to assess the situation nothing till today no one called and I am paying for the insurance