Poor customer service

I have a claim with standard bank insurance and ever since I haven't heard anything from them after they send send the assessor's to assess my house till today I haven't received or heard anything from them, the only thing that I received from them is the message below:

Standard Insurance Limited: Dear Customer, Phiwelelo trading (Pty) Ltd is en-route to your property to assess your 22/143037. Contact *** / ***. Sizakele, FSP33348

My ceiling need an emergency and when I call them they told me that they waiting for a report it's been 2 weeks and this is the 3 week, and this is the second time standard bank insurance does this.

I need them to attend to my matter urgently or to pay me back all the money that they've been deducting for my building insurance and I will join another insurance that keeps their promises.