Poor service

Standard Bank homeloan insurance service consultants is extremely poor. I notified the insurance of the roof leakage on the 25th November and the send an assessor on the 27th of November, however, the assessor indicated that for the roof to be fixed a plumber will be required to remove a geyser. Since then I have been following up with the insurance as to when a plumber will be send to my house and they keep on saying I must wait for the call. Today is the 1oth of December, nothing has not been done. Can the consultants assigned to my claim make sure that they finish this process?