Pathetic Service or Lack thereof

We have home/building insurance with Nedbank underwritten by Auto and General. They have the most pathetic service ever. We have been sitting with a claim from 2015 that has never been honoured and once again we put in a claim for something else over 2 weeks ago. The assessors (Das Northern Natal) have not come to our property to assess the problem even though they had sent an sms to say they're coming for assessment. When U call them (assessors), they don't answer their fone and when U call Auto and General, they simply say they will look into the matter and never get back to U.