insurance claim for storm damage

we had damages with that storm on 9th October we lodged a claim with them 16 October we discovered the ceiling in the kitchen and lounge is damaged and is leaking the assessor came out to have a look and notified me that they will start on 27th November they came on the 27th and then said they cant fix it because the ceiling is damaged but he was there to take photos why didn't they see it then they only wanted to paint the ceiling. Up to now we still waiting for feedback from standard bank and the email address of the person I have Tshiamo Molusioa don't even return your emails he called me once and was suppose to call back the next day after they received the new report up to now we still waiting and it still rains in my house and damages my furniture. Very bad customer service will be reporting this to the Ombudsman as well. The same people worked at my friends house and she is also still waiting for them to come back and her claim was even before mine very disgusted in the service from Standard Bank not a happy client at all. Will see what happens from hear on.