POOR SERVICE- CLAIM QUERY UNRESOLVED

Subsequent to a complaint we lodged 3 months ago, our query remains unresolved. Apparently different claims were opened for the same incident. After putting up a fight, a plumber was eventually arranged for the geyser to be replaced and a contractor was appointed to fix the damage caused by water to the house. The contractor only fixed the damage to the ceiling and another service provider was appointed by ABSA insurers to replace the damaged carpets. Due to the extent of the water damage to the carpet, as a family we opted to replace the carpet with tiles because the tile can withstand water damage better that the carpet. One of the call centre agents suggested a cash refund as an alternative reimbur*****t, with an option of finding our own provider to do the tiling. We found a contractor who will do the tiling, however there seems to be no progress, we are now back to square one. Your agents are asking for irrelevant documents - an issue which was previously addressed! We are being shoved from pillar to post even though we've paid the excess for the repairs to commence. We are approaching end of the year and the holidays, and contractors will not be available after the long weekend of the 16th. We've written follow up emails to your claims department ,still no response. At this point I'm convinced ABSA is just out to exploit and take advantage of its elderly customers. The claim was already approved and should have been finalised by now. If you don't want to pay the claim in cash, please send a service provider to do the tiling ASAP because we are now tired of this process. Its' been dragging on and on unnecessarily. WE JUST WANT THE REPAIRS TO BE COMPLETE! Please finalise this claim urgently.