Taking extraordinarily long to do less than half the job on a 3rd party claim

Our neighbour's tree fell on our house in April 2024 (she is an Absa client). Took them 2 weeks to come take the tree off our roof. Another 2+ weeks to come fix the wall between our houses. It's now November and we are still sitting with a damaged roof, gutter and fascia board, and no way to interact with Absa directly as we are not their direct client.