Insurance cover that doesnt get things fixed!

On the 26th of May 2015, the geezer in my house leaked and resulted in the ceiling falling through. I have been at home pretty much everyday since the incident, I have been pushed from pillar to post and between contractors and the insurance company itself. It is now almost three weeks since the incident occurred and my children are still having to sleep in the lounge!!!! The contractors tell me they are waiting for approval, the insurance tells me service has been approved - but I was without hot water or a ceiling for 2 weeks - then, when the hot water was finally working again, the new ceiling was put un - only to be damaged again by yet another leak. Today - it is more than half way through a working day - and still no news on what happens next. The call centre staff have been somewhat helpful (Lorrato, Mussa, Daphne (as the Team Leader), Africa, Tsepho, Tandiwe..etc. etc.)......but the result speaks for itself!!!!!! I must have spent about 12 hours on the phone, if not more, at my expense...trying to chase this up!!!!Why should I pay for a service every month without fail - when I am just forgotten about...????? What use is this insurance???