Extractor fan

I have 3 part insurance claim, reference number 23/011835. Leak in the ceiling- was due to a damaged stop tap in the roof that damaged the ceiling and extractor fan. To date the stop tap and ceiling was fixed as at 13 February 2023. Spoke to contractors appointed to fix the fan and whom assessed the damaged, they say they waiting on the approval from Bank. It's a week later no feedback. Whenever you call the customer care number, it's either the number don't work on the network or you never get through. There's no sense of urgency from the Bank to resolve claims!