No feedback after more than a week for a claim that is 1 year old

In November 2016 we lodged a claim with Budget wrt our lounge roof. They appointed a contractor to repair and the contractor caused more damage resulting in another contractor being appointed by Budget to replace the roof. Shortly after replacing the roof it rained and the roof leaked. The contractor came out and "fixed" the roof. At that stage we raised our concerns with regards to the water tightness of the roof with budget (29 March 2017). On 9 Oct my husband contacted Roofsure to indicate that the roof is still leaking in the exact spot previously fixed (this being the first heavy rains since the previous "fix" in March 2017. Roofsure did not come out. On 27 October my husband again contacted Roofsure to ask when they were coming to fix the leak. Roofsure made and appointment with my husband for 30 Oct at 10. He apparently only arrived in the afternoon and we received no feedback from him. When my husband enquired as to whether he was there and what the next steps were he had a nasty attitude. My husband has subsequently sent two mails to Budget insurance, 31 Oct and 4 Nov and we have had no feedback from budget whatsoever. On 7 Nov I contacted Budget via phone and the agent indicated that the call had been escalated and that someone from Digicall will contact us to set up time to discuss within 3 hours. That was at 11:28 yesterday afternoon and we have had no phone calls or mails to contact us. What is going on? Budget appointed a contractor to replace our roof, now the contractor is not honouring the 15 year guarantee on his work, a mere 7 months after completing it. The rain is causing damage to the brand new roof beams and ceilings, potentially causing long term damage again and we are not hearing from budget! This is also not the first time we have had to resort to this forum to get an answer and I think it is pathetic and your customer service is non-existant at this stage.