No Service or communication at all

Our roof blew off from wind damage in Port Elizabeth. The contractor from a refrigeration company came to 'asses'. We also submitted our own quotes with our trusted contractor. We heard nothing from Absa Insurance, until we phoned every day to get feedback. No feedback on emails. Eventually a lady kindly sent our request to the manager. We then received some action and forms to sign, we signed and sent the forms back same day. Heard nothing again thereafter. We then called, they said request is with payments department. No communication again, called again and they said no forms are received!?! We are now 2 weeks in without a roof, we are starting to receive resultant damage from a roof that could of been fixed a week ago. Still waiting communication.