Poor response from ABSA IDIRECT

I am a customer of ABSA Idirect for 4 years no and never missed a payment. Recently I had some damages to my vehicles that was caused by a hailstorm. I send an email to ABSA IDirect explaining to them that I was in Iraq and that my wife would handle my claim. They send me the reference number and that was That. No person coming back to me nor my wife. I kept on corresponding to them on the same mail but did not receive any response. My wife phoned the department and a woman answered promising that they will respond BUT NOTHING!!! No response at all!! How can we trust an insurance company like this. I am working abroad, and it seems to me that they are taking advantage of the situation.