Bad service from standard bank insurance

i reported a claim on the 10/03/2016 at 9:00 and i was told that there will be an assessor that will be sent to my premises.I waited till 15:00 and still had no repsonse from the contractor or standard bank insurance.I went back to standard bank northgate to tell them they need to appoint a new contractor as the ceiling was going to collapse due to the heavy rain.,i was told that they will appoint a new contractor and that they will come the next day 11/03/2016 as it is going to rain and it late.I recieved a miss call from a contractor at 18:00 on 10/03/2016 to say that hes waiting for me at my premises for 2 hours.I told him theres was miscommunication as i was not notified that there will be a contractor at my premises at 18:00 in the evening.He then told me that he will contact us tomorrow but not promisin the time.We then called him at 13:00 on the 11/03/2016 and this is what the contractor told us (Its like i am doing you a favour)standard bank contractors.So i decided to go back to Standard bank on the 11/03/2016 at 13:05 to follow up if any contractor is going to come to my premises.I was told that they will appoint a new contractor before end of day.Still waiting.Nofeedback