Pathetic service

Our house was broken into on the 13th October. I called the call centre on Saturday 14th October to report the incident and claim for damages as the window and aluminium bar was damaged. The lady advised they would call me me the Monday as the contractors don't work the weekend. To date, i have still not received a call. I eventually called them on Monday and she promised they would send someone out to access to the damages. I did not hear anything for the rest of the week . I called them again to follow up and the lady advised that they contractor said the area is to far she is going to send out someone else. I was extremely upset as no one got back to me, if I didn't call them back then I would be none the wiser. I made it clear to the lady that its a window and aluminium frame that is damaged. I called the contractor this morning and he advised me that he sent his report last week already stating that its not the burglar bars that is damaged. Which tells me that they sent out the wrong contractor! I have still not heard from Standard bank insurance, no feedback has been provided to me. You are able to deduct money from me every month but when you need to provide the service I pay for, this is what I get. I need urgent assistance and answers as this is really pathetic service. J Dilgee & A Adams Ref 17/081214 ********** 305/ ********** 310