Home insurance claim

We had water damaged in May 2020. Due to the lockdown the claim could not be attended too, of which we understood and did not have a problem. In July Nedbank home insurance phoned and said that they will send someone to assess the damages. This never happened, we had to follow up. In August only did they send someone. Then we heard nothing again. So we had to follow up again. I even had to log a complaint through the complaints department, which they say we will have action within 20 day. In October they requested a plumbing report of which i send immediately. Still no feedback, i follow up in Nov, they said someone will phone me in the next week to give me feedback, to date no feedback. I think this is extremely bad service. In the meantime we still pay our insurance, and we sit with the damages of which we don't get any feedback!!