Nedbank

We have had water damage to our carpets due to a pipe bursting on the 16 July 2020. I have reported the claim immidiately, on the same day. Its now been over 2 weeks till date. We have contacted them numerous times and still no-one at insurance or claims can give us feedback regarding our claim. The carpets in the rooms is rotting and stinks heavely, so much so that our children cannot sleep in their rooms! I find this ridiculous that a response to a claim takes this long. According to the insurance the contractor quotes only has to be approved, but we have been waiting for approval for 7 days now. Amazing that people takes that long to look at a quote and approves it. Even the complaints department of Nedbank has not given us any response. What is the point in having a complaints department?!