No response for over a month and a half!!!!

We have been staying in our home for over 30 years. We've had only 2 claims throughout this time (2 x geyser bursts). We now had an underground pipe leak that had to be fixed. Total cost R6000! But Absa is simply ignoring out claim! We have sent the exact same documents 6 times now, tried following up over 10 times, and no one seems to be processing this claim. Rofhiwa is the person dealing with this, but she does not even bother to acknowledge my emails! When I phone the call centre, they say they can't put me through to her, but they will give her a message to phone me. But still NOTHING!! This has been dragging on for a month and a half now! Other people may have R6000 laying around, but I don't!! Why is no one even bothering to respond to me?? The claim also does not even show as logged when I log in online? What is going on and how can you take +R10000 premiums yearly, yet when I need service and a claim processed you don't even bother to get back to me and request the exact same documents 6 times in a row!!!!!!! Pathetic service!!