Lack of communication internally

It pains me to have to take more time out of my day than I have already spent on the phone and face to face with Ousurance. I called Ousurance about 2 issues we have at home and would like to claim for it. One being our vibrecrete wall & other being our afdak/braai room roof. The first guys I spoke to questioned me so much that he decided we will be liable for 2 excesses as its 2 claims. After having to follow up twice to find out when the assessor will be coming out. They then instructed a building company to come out first. Then the assessor came. Then received 2 sms's saying a new assessor and agent has taken over our claim. I mean who is it ? Both agents called to introduce themselves and couldn't understand the confusion about why both were allocated to our claims. After sending them our buildings plans. I had to email and phone to ask for feedback. After the assessor, he said it will go to management and the soil guys will come out to investigate our soil. Yesterday after harassing Nikita who was the agent I dealt with on email she said the assessor Ditiro will call me back. To date, no call back. I received the building assessment yesterday from Nikita. DECLINED. Our whole conversation with the assessor was recorded, but yet under the validation it says we said our house was built 8 months ago. In fact we said we moved in 8 months ago. The house was built 11 years ago but they declined the claim due to settlement issues ??? And due to very loos soil. The assessor only took his hand and lifted some sand under a brick under our afdak??? We are still waiting for the second claim's assessment - The braairooms,afdak/roof ??? The builders assigned to our claim couldn't even tell us if they quoted or gave a report on it. Someone there has been a big mess up with our claim. As I see it, originally 2 claims were submitted. Only one was given through after I had to follow up ( it wants even asigned to anyone for the first week, I had to call and follow up ) And now with no feed back from the assessor I received a building assessment with terms I don't even understand and no call from the assessor. I have spent way to much time at work on the phone and away from my work place trying to accommodate Outsuranse or sort our the mess up they have created. I now require urgent feedback from upper management who knows whats going on with our claim as the call centres are clueless. ***/OT***1 *** I await feedback