Turn Around Time and Attitude On Claim

Hi, I lodged our Claim through Ooba about a month ago. Ooba was very effiecient and helpfull..However handing the claim over to Hollard as procedures go...about 2 weeks an assesor finally made it to our property. Its been almost a month...we get updates that an engineer would be sent out...That hasnt happened and its almost a month??? Have they just decided on their own that our claim is not valid and keeping us on a line?? OR are they going to start putting them in our shoes and start seeing that its very frustrating and unprofessional??