standard bank Building insurance

I have put a claim in for my gate motors a week ago first service provider comes out to quote but Standbank internal Asser not happy with quote so sends a second service provider out to quote. 1 week later and 16 calls still no response from Standard bank. intern asser is waiting for his kick back from supplier before he can approve claim. This is becoming such a security risk as the insurance company can't give a simple answer yes we a repairing the motors or no we are not.