Failure to finalize claim with ABSA.

We were in an accident on the 22nd of January 2015 close to Lenasia.We have received excellent service from Zanele Mtshali. She went out of her way and go the extra mile. Thank you, Zanele.You are an asset to Alexander Forbes!! Problem started when the decision was made by the assessor to s**** the vehicle and another department had to step in. I had to contact them and spoke to Nomvula Chitaka. She said that she did receive the file and is waiting for ABSA. This will take 24 hrs.On Tuesday I phoned again. On Wednesday I phoned ABSA as well and they said that they are waiting for an agreement of loss. It does not make sense but I phoned AF again explaining. Nomvula is on leave but the e-mails were forwarded automatically to another person. This morning I phoned again and spoke to Tiyani Mavunda.He could not understand my problem or that I can't just wait. I repeated my ID *** before he got it right,That was 10:45. I told him that I need and e-mail copy of the e-mail sent to ABSA within a hour or I will phone his senior.I did receive the e-mail at 10:49, but when I enquired at 15:00 nothing was solved or done yet.