claim for collapsing garage roof

I am greatly dissappointed on my Nedbank home insurance. I have been loyal in the past 3 years and never missed a payment.The service on my insurance has been terrible when I lodged a claim.As it is we are going to the fourth week and I am not getting any feedback unless I call and enquire.I am always asked to hold the line before I get any answers.Then they say they will call back but never do.The spring rains have started and the damage on the roof is worsening.I would be greatful if my matter can be taken more seriously and attended urgently.