Claim Halfway processed

HLB/2026/501909 is the reference received for my claim & a person came through 3 days letter to asses the damage & disappeared. The call centre number is always busy when you select a call back no one calls back. The follow up emails are ignored. I have NEVER Experienced such from Standard bank. I honestly don't know what's happening. it's winter electricity is expensive and we have to boil water for every use.