Shocking lack of response to a claim for property damage

At +- 3am on the morning of the 6th December 2022, Joburg experienced a huge rain storm. Being on a hill in Constantia Kloof, the water just cascading down the hill & went through my property. This resulted in damages of various kinds with the worst being a retaining wall collapsing onto my vehicle which had to be written off. Outsurance resolved the issue regarding the Ford Fiesta within 24 hours but in the case of the building insurance with Standard Bank Insurance all that has happened is that a Claim has been lodged. Emails to Standard generate a standard response that they will contact me within 48 hours but that 48 hours has now stretched to 6 weeks. I also do not receive a response to leaving my number on the Call Back facility. How can I even get a response to this shocking service to a customer of 50 years