PLEASE FIX MY CEILING.

I called them on Thursday 02 Jan reporting a cracked ceiling. I indicated the urgency of the matter because the cracking had started a few days before and i was scared that the ceiling would soon fall to the floor. Freddie promised to get an assessor to contact me on the same day or latest the next day. The assessor Rodney Munro ONLY called me on Monday 06 Jan making an appointment to come the next day,Tuesday 07 Jan @ 1pm. On the evening of the same Monday 06Jan the ceiling literally fell to the floor and left my lounge in a heap of dust and rubble. I immediately called Rodney wanting to ask him to move the time to 8am the next morning but he didn't pick up his phone. I then called their call centre the same evening and spoke to Refilwe Taunyane, pleading with her to report the latest developments, i.e. the falling of the ceiling so that this can be resolved ASAP. She promised to have her team leader Valenica Mkhonto, to call me in the morning but THIS NEVER TOOK PLACE. Rodney arrived on Tuesday @ 1.30pm. He took the pictures of the fallen ceilings and promised to get the case approved ASAP considering the health hazard it is posing to my family especially my 3year old grandson. I heard nothing from the insurance that afternoon. I called their call centre the next day and was holding on the line for over 20minutes with no answer. I then wrote an email asking for an update. The only response I saw was when OOBA was alerting CLC of my complaint and urging them to act on my query. I mailed them again yesterday to say I am still waiting for my claim to be resolved. WE HAVE BEEN SLEEPING IN A DUSTY RUBBLY HOUSE FOR A WEEK NOW, OUR SINUSES ARE ACTING UP AND OUR EYES ARE SORE. WHAT MUST I DO TO GET THE SERVICE I DESERVE? I AM A PAYING CUSTOMER WHOSE DEBIT ORDER HAS NEVER BOUNCED BUT WHEN I NEED MY INSURANCE TO HELP ME THEY IGNORE ME. WHAT IS THIS CALLED?