Pathetic and Poor Service from ABSA Idirect

On the 7th of Dec we logged a call regarding a TV that was damaged due to lightning, on the 8th we called and no one was answering calls, they returned our calls after 3 hours of trying to get hold of them. On the 10th the TV was collected and the assessor told us that the report will be sent to ABSA the following day, as of today the 17th we have never ever received anything from Absa, not even an update regarding our TV claim, we have been calling and sending emails but no one is coming back to us. Like ITS DECEMBER SCHOOLS ARE CLOSED AND KIDS ARE WITHOUT TV, THATS REALLY DISGUSTING OF ABSA. When you call they always tell you their lines are busy and they would get back to us, no one has ever got back to us, can they at least return our TV and cancel our home content insurance because clearly we paying for nonsense