Old Mutual house Insurance 5 months claim is not processed.

My mother has house insurance with Old mutual, every month they deduct premium but they do not deliver on service. Since June her ceiling has a crack. They send an assessor but the claim has not been processed to have the ceiling fixed. What is more frustrating is that there is no direct office or person to assist, we have to submit our claim to the brokers who don't do follow up. It's now December and the ceiling is still damaged and it has even damaged the TV. What does one have to do to get the claim processed?