BAD SERVICE ON CLAIM

I have had this insurance on my home since Nov 2016, this is my first claim. In cape town more than a month ago there was a horrific storm which caused flooding in my area and this spilled from the road into my swimming pool causing it to be a mud bath and not a pool. We then called the insurance company, who in turn sent out an assessor , we have not received one call from the insurance we have had to call them on feedback.

It is now more than a month and nothing has been done, i have called numerous times and still have no concrete answer as to why this claim is not moving forward, I called again this morning was 15min on the call and still have not achieved anything, WHATS GOING ON GUYS , WHERE IS THE SERVICE , AND WHERE IS KEEPING THE CLIENT IN THE LOOP. WE ARE NOW ON LEVEL 1 LOCK DOWN IS EVERYONE STILL AT HOME AND NOT IN THE MOOD TO WORK OR WHAT