Nedbank insurance

Yoooh i don't know where to start, first thing I had pipe that was leaking water under my bathtub. I called in ned bank insurance for assistance. They sent me plumbers FoGi its the name they fixed my the pipes only to find that there was a damage caused by water on the walls. And they left a big hole on my wall , when it rains water comes inside my bathtub causing more damage to my wall. I've reported the matter several times they promised to send the builders to come fix the problem and that didn't happen. After 3 weeks the builder called me and they mentioned that their schedule was very tight they can't help now. I called ned bank again to tell them about the matter and I was told to get a builders that can assist in quotation and a report. I did exactly as they told me. I've sent everything they asked for and they confirmed that they will come back to me and my case its urgent its been over two months now nothing happened and the damage its getting bigger and bigger. When it rains we now swim, the cracks are getting bigger. My claim number ( C***) I've been paying the bond and the insurance over 13yrs and this is the treatment I'm getting from them.