WHY AM I WAITING???????

I called SA Home Loans Insurance Dept today - 3rd time in just over 2 weeks. The first time I called I was told that my consultant was not available and that they were still waiting for the assessors report - the 2nd time I called I was told that my consultant was not available - today when I called - same thing - "your consultant is not available". Just after I called them - I got an email from them - AGAIN telling me that my consultant was not available as they are having a high influx of insurance claims. My claim started in January?????????? My neighbour who works for an insurance company - told me that assessors reports are supposed to be in within 72 hours. The assesor was here more than 3 weeks ago??!!?? I am bitterly, bitterly disappointed. This is so like big companies - as customers - premiums MUST be paid on time, claims MUST be reported in time - BUT it seems that the rules that apply to us do not apply to them. They kind of have us by the ***** so to speak. I am not happy - this is affecting my business - as all my furniture from the room that had the water damage - is in the room that I use for my shop. I do not appreciate being treated like this. My premiums go through monthly on time - I dont claim left right and centre - and my bond has approx 10k ONLY owing on it - this is not right. I have started fixing the floor on my own cost - in fact when the "Jumanji like shower" happened I was reprimanded by one of the consultants for fixing it before reporting the claim. If I had waited for SA Home Loans to proceed at their leisure - I can't begin to think how much damage I would have had then. This is a legitimate claim and I do not feel like Im being treated with any respect.