Claim outstanding for 2.5 months

I registered a claim on the 19 Dec 2019. Knowing that not much will happen as it was the festive season I did not expect anything to happen before Jan 2020. Jan 2020 arrived and an assessor arrived did measurements, took photos etc. A few days later a contractor was assigned. I must admit I loved the speedy service, no sarcasm here. On the 23 Jan 2020 the contractor arrived to remove the flooring, due to the water damage. I was sent sample flooring photos via email. Contacted Santam and the contractor to advise that I am unable to make a decision on the flooring as it is via mail and need to try and match it to the rest of the house flooring. Two weeks later a sample board was delivered. None of the samples that was supp**** matched the current flooring that was not damaged. I then gone on the hunt and supp**** the contractor a very similar flooring. That was mid Feb 2020. Till now no flooring upside down house as two rooms was damaged. Tried to get some information from Santam. Still waiting for a call. Phoned again on 04 Mar 2020 in the afternoon. Was waiting for 25 min for feedback. I had to drop the call due to a meeting I had to attend. Phoned again on the 05 Mar 2020, trying to speak to a manager as it seems the call agents are not able to assist me. That was a zero on a contract - Managers are apparently busy. Now waiting for a call from management at Santam. This might take days. Maybe I am lucky now.