Poor response from Auto&General

Good day, this is on behalf of my dad who lives in eersteriver. 3 weeks ago my dad's carport gave in due to heavy rains. He is insured with auto and general where their first response was to wait 5 days later for Fahiem Kleinsmith to make contact with my dad. The assessor came out and done his assessment. To date, no response has been received. I mean guys, 3 weeks with a caved in carport... this is very poor service that a 69yr old has to wait this long for a service that he is paying for. Please assist asap