How does it take over a month (and counting) to get a simple claim approved!

I reported a problem with my sink over a month ago, and the assessor came out over a month ago. Each time I follow up, Santam keep making excuses and blaming the assessor.. a month later and I have no action on my claim.. here I moved to Santam thinking they were competent and had a competent panel of contractors, meanwhile they can't do basic things like get a damage report .. need to start looking elsewhere