Extremely slow in effecting repairs - leaking roof

On 12 January 2016, I lodged a Claim Nr *** to report a leaking roof due to storm damage. A week later the bank sent someone to assess the damage. To date the roof has NOT been repaired. The damage to roof has caused further deterioration to the interior of property as a result of continuous rain. I have called customer services 3 times to date but no one gets back to me. This is bad service. I would like the roof and interior to be repaired asap or I will seek legal recourse.