No service, no communication, poor customer service

I lodge a claim with Standard Bank Insurance Brokers on 2 October for wind damage to my roof. I phoned several times with waiting period of more than 45 munutes, only to be connected with Consultant working from home. Children screaming in the back ground or music playing so loud that a conversation is impossible. I then send an email to the Complaints Department. A very polite person Martha tried to assist me. Today is 9 November and still no progress. I am ashamed to mention that I have worked for Standard Bank Insurance Brokers for 23 years. This is absolute no customer service. I stay in Gordonsbay, which is known for high wind speeds. From date of damage up to today I have more damage with no out come. I think maybe a email to Mr Sim Tshabalala will sort this problem out once and for ever.