18 Days since logging claim and no reponse

I had a break in at my office on 4th August 2020. The rear wall was broken down. I reported it to the police and logged a claim on the same day with the case number. The assessor visited 2 days later on the 6th. I have heard nothing from ABSA since. I called last week to complain and the agent apologised and promised to escalate. Today is the 22 August 2020, and I still have a broken rear wall. This is absolutely shocking. What are they charging me annual premiums on the bond for. It has been 18 days since the break in.