Worst service from Absa insurance

I lodged a claim on the 4th of November and its now the 5th of December for a roof that's leaking after a storm and now every time it rains my house is full of water but no resolve phoned in again today and was told yes they agree it's taking too long and will escalate it and a manager will phone me. No phone call.Yet I'm sitting with more and more resulting damage every time it rains and today it was pouring it's taken 3 hours to clean up again. I have been treated poorly and told they will see if this is a legitimate claim by there call centre,we bought this house after absa inspected and made sure the valuation is right and property was fine we had not even lived in the new house for 6 weeks and this happened. I have never had such poor service from any insurer or company ever, I have been banking with them since I was a child and thought it was logical to use them for our new homes insurance. My children will be sleeping in our bed Again as they are scared to sleep in their own rooms as the water runs down their walls when it rains.Would not recommend them to anyone and will be taking this to the insurance ombudsman to resolve.