Gross negligence!

We had the most unusual weather and strong winds blew our garage roof off. Lodged the claim with Standard Bank Home loans insurance on 15 October 2018, as well as their Car insurance. Car already being fixed. I-Assure is the assessor and up to today the 8th of November 2018 no one has contacted me if I do not do it first. The bank is waiting on I-Assure who is waiting for the contractor and the contractor is waiting for I-Assure. Who is the culprit here. If I call the bank I wait for at least 8 - 15 minutes to be answered. When they answer I wait 5 - 8 minutes on hold while they try to find out what is happening. Seriously!!!