Bad Service - Building Claim

On the 23/12/2017 i had a break into one of my rented properties, i called Hollard to register a clam claim number ********** . an assessor was appointed Selina Kwetla and Digicall was also appointed. I have been a hollard client since 2010, i added this new property last year and i had confirmed it with them that i was renting the property out and they accepted the risk. I am not happy with the manner this claim has been handled, and i dont understand why there's a delay in providing me with feedback. why did hollard accept the risk when i had dosclosed on the call that im renting out the property just for them to giving the run around now and take me from pillar to post. Can my claim be finalised pls why is it taking over 3 months on this claim when i've been a loyal client?