Empty promises , wasting my time

I put in a claim for my roof that is leaking, Claim no *** This was nearly a month ago before I got an claim no, I was told that they are very sorry for the delay, and because of the delay repairs was authorised and the contractor will contact me to start repairs. Last week the contractor was here and also told me that due to the dely Santam told him just to come and fix the roof, this was then scheduled for today, 27/07/2020. I put in leave at work to be here when the contractor arrive, just after 9am I get a call that Santam now first want a report from him before he starts work on the roof, now you must understand that there was a previous contactor that was send out almost a month ago, and a report was submitted. Santam is wasting my time and playing delaying tactics with this claim, I think I must just take them to the Ombudsman Very disappointed