Poor service

I lodge a claim with the homeowners insurance for my ceiling that was damaged due to rain on the 9/1/2019. On the 12th a contractor assesor came to assess the damage. The assesor sent in the report on the Monday the 14th. I phoned the Wednesday 16th to find out what is going on and again and again. How long does 1 need to wait to get an answer or even getting this sorted out. I think it is time to move my accounts away from Nedbank seeing that my assets are not important to them.