Standard Bank Home Insurance to Helping Me to Gate their Nominated Provider to Solve the issue

I logged a claim with Standard Bank for my home owner insurance. They allocated the claim to one of their nominated company who responded immediately after the claim was logged for the first time. Few months later I had a problem with my gate motor again, I contacted the nominated company, who took weeks before they came to my place. They showed no interest in looking the problem but this is within the warranty period. The gate has stoppe working again and it is a struggle for me to get them to come to my place even after I contacted Standard Bank, my insurer told me to be patient with this company but its not helping. My gate motor is still not working even after I have raised the concern about their service provider, Standard Bank is not helping. The company has made many appointment which they do not honor.