No feedback on claim after more than a month

I registered a claim on 14 December. Assessor came out within a couple of days. I followed up a few times with assessor and with claims department. I was told that they are waiting for a quote from the assessor. I emailed on 13 Jan and called on 16 Jan and was told my claims consultant would call back. I emailed again on 17 Jan and have received zero feedback. Surely it shouldn't take a month to assess a claim? What happened - Standard bank processes were always so efficient and now they are broken!