No service at all

I have submitted a storm claim on 3 September 2018 and up to date nobody came to my property to assess or to quote. A contractor was appointed but did not keep his appointment. I have requested that a new contractor be appointed but with no help. I phoned 3 times and every time I was told that new contractor can only be appointed by Procurement. Mayby Procurement is not at work. How long must I wait or ia this the norm.