Extremely Bad Service

On Saturday the 22nd of September, my ceiling collapsed in my lounge. I phone Standard Bank insurance who stated they were closed until Tuesday and I need to phone back. I phoned on Tuesday 25th in the morning and lodge a claim. They sent a builder to assess the damage on Tuesday afternoon. He sent his report to Standard Bank on Wednesday 26th at 9am. I phoned Standard Bank at about 10am to find out if the report had been received. They stated that it had been, but needed to send to management for approval and I would get an answer by midday on Wednesday. I phoned again at about 2 in the afternoon, to be told the exact same story. I asked why it still hadn't been sent to management, they had no answer for me but stated they would do it straight away and I would have an answer by close of day. I phoned again on this morning - Thursday 27th as I had not heard from anyone, to be told the exact same story again. When I asked to speak to management, they kept me on hold for 20 minutes. I had to call back again and spoke to a lady who has now insured me that I will have an answer by 2 o'clock today. I am at my wits need, I have no ceiling in my house and no one seems to give a damn.