Shockingly disappointing service

We were gone on holiday over the December period. Upon our return we found that our house was flooded. Our roof was damaged as well as our ceilings. We reported the matter to our insurer Standard Bank Insurance. The very next day an assessor came out to assess the damage. A week later , no update or any call was received from Standard bank.

We then decided to make contact with them and was advised that the material has been ordered, however the supplier is out of stock. A few days later we made another follow up call to standard bank and we're told that they would return our call. No one ever bothered to call us back. Added to this it needs to he noted that whenever we call the call center I hold on between 20 to 30 minutes only to be told that someone will call back, which doesn't happen. We need an insurer that is there for us; who remain true to their promises over placing the customer first.

Every time it rains we need to stock up the rooms with rooms with buckets to save our wooden floors. The damages to the ceilings are just getting worse.

Can someone call either myself or my husband back to resolve this matter.