Nedbank Knsurance bad service

I have been caling Nedbank insurance department for about three months now. I need my ceiling to be fixed. I even sent an email to their complaints department with no response from them. I asked the complaints department to compensate me on my excess fee for their delay, there was no response. When I call the home insurance they tell me that they have approved my claim but no one comes to fix my ceiling. My ceiling looks bad. I need to be fixed immediately. I am very disappointed in Nedbank Insurance.