no feedback, still waiting for assessors

Lodged claim on 27th january for tree that fell over onto our fence. I wad asked if they need to send tree feller at which I responded yes but my husband had to buy a machine to cut it because we could not park our cars in yard. I was told that someone would phone me to assess fencing. I have received one call to be told they wanted to know if palisade, seriously what did I say on lodging claim. They then said they will phone me back to make an appointment. After hearing nothing for second time I phoned nedbank a 3rd time to be told supplier will get hold of me. It Is now the 5th February and I STILL have not had anyone to remove the tree and mess or to fix my fence or quote or nothing. This is disgraceful service nedbank. What does it take to get this done.