SA Homeloans claims department no assistance

I submitted a claim with SA Homeloans a months ago for my gate motor, the claim was approved and their supplier K&R Home Security came out and inspected and replaced my motor. K&R Home Security did not mount the gate motor securely and my gate fell of the motor. i reported this to SA Homeloans weeks ago and i dont get any response from my claims representative (***) when i call he always says his waiting for feedback from K&R. Claim number (CL***)