Bad service on my first claim

Good day.

On 23 May 2023, I submitted a claim with the BETTERSURE insurance for my house. The BETTERSURE insurance sent people from Khethiwe company, for inspection to my house on the 27May 2024, I was told by the same people then that I would hear from the Bettersure insurance that they would send their report to the insurance. Since the day of inspection, the insurance has never been contacted or updated me on the claim status. It is me who keep on making calls to them since the last week of May 2024, asking about the claim. They keep saying it is escalated,there is nothing solid they say about the status of the claim. There is no email sent to me or sms written to me to update me , let alone to call me to tell me what is going on. On the 18 June 2024, I called them again got the guy by the name of Katlego and he said by the end of the day I will get feedback, same day Sylvia said they're going to escalate again I must wait 10 days for them to get back to me. I was told it takes 1 week to complete a claim by their consultant when I was submitting the claim. It has been almost a month now, and the insurance has not even sent me a mere update on the claim, let alone calls. I am the one calling, month end they don't forget to debit my account for the service they are not helping me with. It's been 3 weeks now they escalating this matter, I don't know which consultant must I listen to they telling me different things. I don't know if you waiting for the rain to damage my house again. Please assist. Thanks