No feedback on a claim logged several months ago

Gooday, a call was logged in March for some walls that swell when in it rains. Our claim number is ***. You have appointed a 2 guys to look at the problem. The 1st guy listened to our complaint and said that it was beyond his scope and that he would request an engineer to visit the site. The 2nd guy came through and said that the problem was related to the shower and NOT the rain. We shower everyday and our walls do NOT swell unless it rains. It has been several months since the complaint and we are still waiting for feedback regarding the claim. Why is it taking so long? This service is really useless