Claim not adressed timely / delayed

Our claim for damage due to a burst pipe in our kitchen was submitted 14 July 2020 (more than a month ago). The claim was not correctly registered that Sunday by whomever handled it and subsequently a PPS consultant assisted to get it correctly registered and a plumber assisted us 2 or 3 days later. Thereafter it was a long process to try and get our ceiling and potentially a part of our kitchen cabinet fixed. We had two co-payments, of R500 each, which we were unaware of. As we understood it should be R500 co payment per incident, in this case we had one incident where a pipe burst and pipe had to be replaced, kitchen that needs to be repaired and the damaged electrical items that had to be claimed. We were also required to submit a full home inventory for some reason but not even the assessor was sure why, before the claim was processed further. Also we had to pay R500 for the plumber and R500 was deducted on our claim for the electrical items. Thus we paid R1000 out of our pockets thusfar. We got two quotes for the kitchen repairs of which understandably the one with better detail and lower cost was accepted, which we sent to PPS 6 July 2020. We only found out yesterday 19 July (Sunday) from the contractor himself that he has to register with the insurance and there is an insane amount of paper work to be done before they pay him the deposit. Which will delay this by probably another month. WE NEED OUR KITCHEN FIXED AS WE ARY BUSY SELLING OUR HOUSE and do not want to put it at risk, the contract is about to be signed. Therefore I requested them yesterday via email to rather pay cash then we will pay the contractor to get it done and over with, no response yet...... The contractor cannot start buying material and working on goodwill or hopes that he will be paid by PPS, that is not acceptable. The way I see this going is that we will have to pay out of our pocket to get the work done as soon as possible before the house is carried over to the new owner and will probably never get the money back from PPS. I'm extremely disappointed with PPS short term insurance as we need this done urgently.