Shocking claims service

My father has been struggling with water damage claim since March 2020. Standard bank sent assessor, who was afraid of hights to asses the water damage on the roof. My father in his 60's had to climb on roof to take pictures for the assessor to use on report. Standard bank wanted to appoint a contractor who's guarentee on their work is only 6 months. My father requested to rather pay out amount so that he can get another contractor not on their panel. Since October he is struggling for payment to be made. When I visited him last week, there was buckets catching the dripping water from cealing all over the living room. My father said that he just does not have time to fight with them as he is too busy. Festive season is approaching and heavy rain/storms hit us often. The payment has still not been made, thus he still cannot fix the damaged roof. I tried to contact them on his behalf with no answer and/or lines being cut off. It is shocking how an old man is treated in times like this