No feedback on Claim

We registered a claimed on our building insurance on the 26th Dec, Santam arranged for contractors who came out to view the property. I called in in Friday last week and spoke to a lady who could not assist, she told me that the claim is sitting with Cheryl and I should call in on Mon. On Monday, due to us travelling, I did not call, however I called in on Tues, after been put through to different departments, I got through to another lady who told me that she could see the claim, but Cheryl is on leave. She was going to pass on my details to Cheryl's team and I will get a call back. Till today I have not gotten a call back on my claim. My concern is that my roof leaks are getting worse with the rain and no one is bothered to even give me feedback. Never had an issue with Santam before but this is become tiresome for me to keep following up. Can someone please assist urgently!!