Awful Standard Bank Insurance

We had a tree come down in a storm, that pulled down a plant flower box wall with it. I contacted Standard Bank Insurance who then sent out an assessor, followed by a builder to measure up and take brick/tile samples and since then nothing. It is hopeless trying to get through to the call center. I have had to have the tree cut up and removed at my expense, as it was in the way. I need to get the wall rebuilt. I have even contacted the complaints dept. who asked for my ID number and Bond account number and still nothing has come of it, and no one has made contact. It is just so frustrating and time consuming. Bond is paid up, so maybe time to change the insurance cover to another company that one can get through to. This has been going on for 3 months now! Absolutely hopeless.