Roof and Ceiling query

At first I made a claim with SA homeloans regarding my roofing which it was leaking and they refused to fix it. They then said if a can fix the roof they will be able to change the ceiling. I did fixed the roof even though it was not fair to us. Now on the 12 of may I have made a new claim and send them photos and documents to proof that we have fix the roof, however my concern are as follows: my claim No: CL***

1. I have called them this week to check how far they are with the claim and I was told that they have not received the report yet from the accesser.

2. They said they will contact the accesser and check why he is not submitting the report or they will appoint a new accesser.

3. My question to them was then why did they wait for so long to or wait for me to call so that they can make follow up.

4. It is now 4 weeks since the assessment was done and no feedback

5. I was told on the 12 of May that this accesser will come to my house and do the assessment, from 12 of May till today our matter is not attend to. The accesser DG & CJ Konstruksie BK