Poor communication from ABSA iDirect on claim query

CLAIM NUM ***: We have been trying to claim for the same leaking pipes for more than 3 years! When the first claim was logged 3 years ago, we were assured by ABSA that the leaks was a result of a sealant issue which was not covered by our policy, although ABSA provided no proof that the leak originated from a sealant issue, we trusted the expert advice of the plumber who assessed the issue. We now have proof that the leak was caused by 2 leaking pipes, we logged our most recent claim more than 3 weeks ago and we still have no update. I have made many calls to ABSA iDirect and each time I am promised a call back by the claims handler Elle Musekeme but no one ever calls back. It seems that the claims handler is not experienced enough to handle complex queries.