claim not done as doc.

I claimed from Nedcor for the first time in 30 years and was told it is because of negligence that my roof is leaking, took it further to ombudsman after one of them told me to. They wrote me an email to say that there is an offer which I accepted and have done my part in the contract of repairing the outter roof, the ceiling would be done by them. months later I phoned them. they told me they would phone back. nothing happend. Now What.