Unnecessary delays in claiming process

Good day, I've logged a claim on the 04th of July 2023 for my wooden floor which lifted after spending so much to maintain it. We are busy with renovations and did the floor in June 2023 ( Sanding and vanishing)."Dear Client, Claim 4****86 has been registered with us. Should you not be contacted within 48 hours of this SMS, contact Absa Insurance Claims on ***" The service provider that was assigned couldn't be reach after the 48 hrs, where no one has contacted me. I followed up the next day.The agent placed a note on the file as such after she also tried from her side to get hold of the service provider.The service provider contacted me late the Thursday afternoon to schedule an appointment to inspect the Friday. They came in did their assessment, kicking my floor to which cause the floor to split. Very unproffesional as the one guy that did the assessment seemed beaten up as his face was civered with a bandage. Walked around the house did their thing and left. After a week of not getting an answer I followed up again yesterday 17 July 2023, only to be told Absa received the report on the 10th of July 2023 from the service provider, to be forwarded to some department ( which means in the process of being rejected). Why was I not told? Why did it have to take me to follow up only to be told that.Im very annoyed. As I had the guys which do maintenance, that wanted to fix the floor, but couldn't as the claim was still in process.