stinking service

it has now been 2 weeks since i submitted my gate motor claim. it has still not been sorted i called yesterday and was assured someone would contact me even the agent on line agreed that the claim is taking to long i have sent numerous emails to maggie govender i even went as far as getting a quote from a service provider to fix it,i am still waiting if there is any resultant claims that arise as a result of mmy gate not working you will be held liable. and if i do not receive feedback i am going to take the matter up with the ombudsman ***