Shocking service from Nedbank

I have home owners insurance with Nedbank and I logged a claim on 10 February with the call centre. On 13 February the assessor completed the assessment on my property. It is now 24 February and Nedbank have not confirmed if the claim has been accepted. They are using a useless company called Digicall who then outsources the job to another company. On several calls to them I have waited over 20mins for someone to answer the call. Each time a consultant will advise my claim will receive attention but Digicall has still not submitted the report from the assessor to Nedbank, On 21 Feb I sent an email to the Nedbank consultant Itumeleng handling my claim but she doesn't bother to respond. I called Nedbank today and a consultant Asnagh advised that she will send an email to Digicall to request the report and will escalate my claim to the complaints dept. Nedbank your service and support is shocking. I have informed all parties involved that I urgently need the claim resolved as we have to endure Durban's extreme weather and that my children are home schooled but to no avail. My claim number is C***.