Lack of agency

I'm very disappointed with the service rendered by Absa I must say. I had an accident no 3rd party involved on the 21st of March and the whole weekend couldn't get hold of anyone to assist me except the wonderful gentleman and who told me to go and get my accident report and said I should claim on Monday as the claims department was closed this was at 7pm so I can did and tried the next day to get hold them but nothing when I was finally got someone my talk minutes were and that guy didn't get back to me, first bad move by an Absa consultant anyway I didn't think much of it and thought maybe it's because there are too many calls since it's Saturday and it's a short day I will call back on Monday. Monday the 24th of March I did exactly that called in and I was was assisted to put in my claim, I received an sms telling me about my assessor I responded to the sms as instructed via WhatsApp with the pictures required. The assessor is acknowledged my pictures and got back to me. 26 March this was on Tuesday I received an email to say a Refiloe Thulo has been assigned to my claim will keep updated with every step of my claim and if there are pictures I have regarding the claim I should email them I did that and not once have I received communication from the person assigned.

28 March 2025 I decided to call and ask for the person assigned to my claim this was during my lunch time at around 12:20pm midday the lady that had answered my call tried connecting me to Refiloe but failed to she then said she will send an email to tell them to get to me until end of business yesterday I didn't get a call nor an email from the assigned person, now I my question is when Absa said I will be updated with every step did it mean I can should follow the person around?

The reason I took idirect was because my husband claimed in 2018 Jan and was assisted with efficiency to his matter which wasn't an emergency and compared to mine.

I don't have a left mirror due to the accident and I explained this when I claimed, I don't know if maybe I can should be given a ticket first then my matter will be attended to, I am honestly not happy with how I've been treated in this regard and feel that I should get another person assigned to me.