Worst service ever from an insurance company

We have been battling with ABSA Insurance company where our house is insured since Tuesday 22 August to come and fix a collapsed boundary wall. After very unprofessional service and bad attitude from the 1st contractor ABSA appointed, I have requested Friday morning 25 august that they appoint another contractor since the 1st one made it clear he is not willing to do the job. Everyday since then I have followed up with ABSA. Everyday I had to repeat myself. Few times I got cut off during the call and the consultants never bothered to call me back. Today when I called ABSA again they still had the 1st contractor on their system appointed to the job. When I requested to speak to a manager I was put on hold so long that I had to put the phone down. So today more than a week later nothing has been done to fix this wall which pose a huge security risk as my property are now accesible from the street.