2 Month unresolved Building Claim

My mother submitted a claim since our roof got damaged by natural storm winds that damaged the roof tiles. A claim was submitted and due to the neglect from the individuals/department that is handling the claim, the roof remained unfixed and due to winds and rain the ceiling got damaged.

The claim was submitted in July and to date the matter remains unresolved. What are the turn around times for claims to be resolved? Why do does one have to take out building insurance and FAT (Fire, Accident and Theft) cover if you are going to take 3 months to resolve a few tiles and damaged ceiling due to natural acts (Storm and Wind)? Does loyalty not count since being insured for over 10 years with no claims and now one is being send from pillar to post?

Kindly find attached Case Reference: C-***8 Last person Spoken to: Bonolo Motstatsi

If this matter is not resolved within the next 48 hours, I will log a formal complaint with the Ombudsman. I will also ensure that all accounts personal is closed and current insurance - retroactive cover is taken with OUTsurance.

Thanks