No feedback on Insurance claim

I don't know what I have to do to get feedback on a claim. After the claim was logged for a bursted geyser, the plumbers came out and I was told that Absa will do a cash settlement. On Monday 27 Feb I received the email with the form to complete, which I did and emailed it back. Today is Thursday 02 March and every day I sent an email requesting feedback, with no reply. Just an automated email to inform me that a consultant will get back to me. This is really unacceptable service! I have been on the phone for more than 13 minutes now, just trying to get some sort of feedback.