Poor service and claims experience

We had a burst pipe that flooded 2 rooms badly at home on the 24th of Jan 2022, I only had contact from their assist line by sending 2 suppliers out , to stop the pipe and do assessment from there on i have d no follow up nor update on the claim. I have called them on 3 occasions requesting direction on who is handing the claim , feedback on progress on the claim , we are int he dark as they is no feedback , i am not sure if am insured with their assist line or Absa as external suppliers made contract with me but not my insurance , not a call to even introduce themselves and explain their own claims process to me.

its a week later and i still have no idea on what is happening with the claim but yet when premiums are deducted they is no delay from our bank accounts.

even after requesting for someone to call me still no call made to me and all i am asking for is service of what i pray for and vs their customer promise to clients.