Slow and disgusting service from Standard Bank

I have logged a claim over 3 weeks agoe, the assesors wetn out in the week we logged the claim for storm related damages to out roof and other parts of the house, till today we have not heard feedback from anyone from the department, last we where told they validating the claim this was 2 weeks agoe, Standard Bank is fast to take our payments but refuse to help us when we need our homes fixed, i will be taking this matter to an ombudsman disgusting service.