Bad service from Absa

We reported a damage that was caused by hail storms 2months ago. I received a claim number *** via sms.Absa sent a gentleman to assess the damage and take pictures I never heard anything from them. I then called the office and I was told they waiting for the contractor to bring the pictures. After 2 weeks I called again I was told that the contractor sent the pictures and they were busy processing them I'm still waiting but I'm paying insurance every month and I stuck with bedrooms that have leaks and brown marks from the rain!!!Pleasw help