Short term insurance with ABSA

We had a claim for a gate and electric gate motor late October or early November 2019. We received a claim number after we hat to explain why we have a gate in another street than our municipality address which is because we are living on a consolidated property stretching from the one to the other. We asked the local branch manager if he could please try and find out why we don't hear anything from them. Covid did get a few hits there, but still nothing. I am seriously worried about our insurance if it was something major like a roof blown off or our house flooding. This is just not acceptable