ABSA Insurance Claim not being finalised/resolved

I have a homeowners Insurance claim already lodged with ABSA in November 2015. In January the Insurance appointed contractor came out to perform the repairs. When they started to remove the knotty pine ceiling they realised that this was work that they could not attempt. They left everything as is, ceiling partially removed and where they replaced the fibreglass ceiling it is now streaming in when it rains. I have been talking to the ABSA insurance call centre with no luck on-going now for nearly three months. Every time one calls the call centre you have to explain the whole situation from scratch. They make promises that they will talk to the Supervisor and get back to me. This never happens. I even one time last week got hold of the Supervisor who promised a response that same day (nothing). In the meanwhile my house is getting subsequent damage as a result of the recent rains. Is it not in ABSA's interest to resolve claims promptly especially to prevent resultant damage. All I'm asking for is finalisation. A new contractor needs to be appointed to finish the work. Clearly no one in the call centre can make such a call ? Any assistance will be appreciated.