No urgency in actioning claim

I am very disappointed by Hollard call center staff and the service received, they dont treat you with sensitivity or care. I logged a claim on the 24th of Dec, my house got flooded by geyser overflow. We have been going back and forth with the insurer. The house is becoming inhabitable and is posing health threats with mold building up in the cupboards and the rotting floors in all bedrooms. The contractors peeled the paint off the wet walls are waiting for them to dry, 3 weeks, in the meantime we are living in this house. Hollard could organise dehumidifiers to expedite the process but we are still waiting for authorization for floors and cupboards. The floors could have been removed earlier to allow cement to dry and prevent further rotting and mold. Hollard doesn't appear to fully understand the logistics in resolving and responding to such a claim in order to ensure quality service and the best result for the customer. Also the gyser burst again last week and in handling my claim they advised the contractor to charge us for 2 claims for one event and we ended up paying over and above the excess. My claim numbers: 914426 , 919643.