Angry disappointed client

I lodged a claim in April 2025 for a leaking geyser that damaged my ceilings and walls,only to be called by a contractor appointed by the insurance to come and do a hail job. The person handling my claim is Thulani who is always unavailable. What’s the use of having a broker when they’re useless. No communication from them whatsoever. I’ve been with them for more than 12 years and this is the worst experience ever. I’ll be taking my business somewhere else.