Nedbank insurance run around

I logged a claim with Nedbank insurance as my bathroom wall is getting wet. The plumber told us that they must replace the pipes and they will let the bank know. It's been a week and when I call the bank they promise to call me back because the report does not "ellaborate" on the problem. Meantime my wall is getting worse. Is this how Nedbank treats it's clients??? I am highly disappointed because I have been calling the whole week.