Claim for home insurance

I made a claim for home insurance with Absa home insurance in March they never responded not up until I wrote here on the same day I received a call from the lady called Vanessa she took my details and referred me to someone else who also asked for my details of which I also shared with and I was also referred to Keketso who also asked me to share all the details aswell of which I also did share after that it was quite not until I emailed Vanessa for feedback and she never responded, today I received an email from Keketso telling that couldn't reach me on my cell phone number of which yes because I had test this morning at 8:00 to 9:30 I responded to the email and ask if possible to call me back but no response from around 10:00 till now 12:55