Unresolved claim with Bettersure

Claim number BSH***1

On 16 October, 2023 at 8:01 am, I lodge a claim for hail damage to my house. My garage roof and pools solar panels was badly damaged as well as some of my home content that was stored in the garage. I spoke to an agent and shortly got a sms from Bettersure with details of the builder (Dinoko Incident) and plumber (Hamesi Holdings) who was assigned to evaluation the damages to my house. Bettersure has not contacted me after they did the evaluation, about a way forward. I call bettersure on the 18 October, 2023 at 8:18 am and again at 8:21am to enquire about my claim and was informed by the call agent that it takes up to 48 hours for the supplier to provide them with a report and a quotation, and that I should expect a call on Wednesday 18 October. However, I still haven't recieved any communication from bettersure till to date. I then processed to call bettersure on 20 October thrice, at 12:24, 12:42 and 12:52 and asked to speak to the manager, but I was transferred to the wrong department multiple times. I finally spoke to one of their call center agents Deandro who promised me that he had escalated the matter to his manager and will call me back before the end of the day, once his manager has given him feedback, I'm still waiting for that call. I then call again on 23 October at 9:55 and spoke to a call centre agent, she informed me that they haven't recieved any feedback from their suppliers and that she will speak to her manager and give me a call, however, she ended up not calling. I am frustrated because I have a roof that can fall on my childrens head at anytime, equipment, materials and appliances that is damages due to the storn and rain and I am not getting any assistance from Bettersure. But they have no problem deduction money from my account every month.