Still no claim payment

I have home insurance with OOBA, which is administered by Hollard. The geyser at our property burst and to speed up the process we got a quote from a local plumber. However, it took Hollard ages to approve the quote, and they never told me it would be quicker if they just sent one of their own plumbers. Now I am waiting for the funds for the insurance claim to be paid. The repairs were done two weeks ago. I was assured that the funds would be transferred at the latest by MOnday 7 August. I am still waiting. After repeated calls to Hollard's call centre (and going through the same time-consuming verification process every time), I am constantly assured that it is just a delay with their payments department, and it will be escalated for same day payment. I have repeatedly asked that I should be called back to confirm their actions. However: no calls, and no action. Please, Hollard, please repay the claims in a timely fashion. And please improve your communication.