Claim No HLC20/005355. Claim submitted 19/11/2020

Claim HLC20/005355 Contractor repaired driveway gate motor on 20/11/2020. Submitted invoice to Standard bank insurance on 04/12/2020. Followed up payment 5 times (5 lengthy calls). Three consultants promised to send me an Agreement of Loss. I’m still waiting 20 days later. Please advise how I can take the matter further as contractor has wanted 34 days for invoice to be settled.