Poor Service and Lack of Care for Clients

I have a home insurance from Nedbank, I claimed on the insurance for leaking roof and water coming from the ceiling. Received a claim Number but now I am being taken from pillar to post, a claim has been approved but every time I phone I am told that my matter will be escalated to management, for what , if I have received an approval for the claim, day by day the damage is getting worse, so much for people that claim to take your money serious. Claim number is C***, a am definitely not getting value for the service I paid for upfront. Claim was made on the 10th May 2021. Please advise or assist in resolving the matter with this institution.