Shocking claim process

Shocking claim processing. I claimed (CP532026MS) for a waterleak in a wall that also damaged the paint etc. in December / January. n April we realized that the paint was bubbling again and flaking off in the same area. I reported this on 25 April to Caitlin via email (she handled the previous claim) and was told an inspector will come out to evaluate. Inspector visited on 26 April and then nothing happened. I email again on 2 May and asked feedback, and still nothing. On 11 May I lodged a complaint via app and then I got a reply the plumbers would come do an inspection. They made their assessment on 16 May and then again nothing. I once again sent a follow up (including customer care cc) on 25 & 26 May asking for feedback, and still nothing! I had to call on 27 May to get any feedback and spoke to Sibusiso who had to call the plumbers for their report while I was holding on the phone. He promised me that I would get a call in 48 hours to have the claim resolved. It's now 3 days later and again nothing. This is shocking and not what I diligently pay my premium for every month. How does a claim take more than a month to resolve? Especially one that was not fixed correctly in the 1st place? The next course of action would be the ombudsman.