5 Months of waiting for claim repairs...

My mother put in a claim on the 13th November 2023 after the huge hail storm damaged her roof, windows and outside furniture. (North of Jhb) To this very day, we are waiting for the roof to be repaired after promises of contractors coming out in January. Since the roof was damaged, another huge storm happened on the 8th April, causing water leakage onto the ceiling of the kitchen - due to the broken tiles that were not fixed! We have been told that we need to put in a separate claim for this - but - if the roof tiles had been fixed when they should have been, the water damage would not have happened to the ceiling. Can anyone from the complaints department please bother to get back to us and arrange to fix what we pay every month for!