No feedback, no service

I logged a claim for my accidental damage with AIC on 25 November 2022. An electrician was allocated to my claim to come and assess the damage. It's almost a month later and I haven't even received so much as a phone call from AIC giving me feedback on my claim. Rather I am the one who has to keep calling and chasing feedback. I was told that my claim is handled by Gugu. I have left messages and messages for Gugu to share feedback on my claim and she does not even bother to call back and give me feedback. The best that she can do is to fire up an SMS telling me that my claim is being assessed, every time when I call it's the same SMS I receive from AIC. It's almost a month without anything as small as feedback from Gugu This poor service from ABSA is becoming a habit. What annoys me the most is that despite my pleading and begging with Gugu to call me she never returns my calls and I did relay a message that I will officially lay a complaint against her, but she seems unbothered. For my second claim I had to fix my leaking pipe myself and I am still awaiting AIC to come back to me with the resultant damages. WIll I ever get assisted without resorting to a complaint just to get good customer service?