Standard bank insurance - Poor service and claim not sorted out

Good day, Who will be able to assist me? I have had terrible service from Standard bank insurance. It has been 4 weeks now and the damages to the property have not been repaired. I have sent numerous emails and FB messages. It is raining currently and the wood is going to get more damaged and hence the claim will be even more. The complaints department said they are working on my claim, but WHEN will the damages be repaired? Please can I get a date as to when the property and swimming pool solar panels will be repaired/replaced?

Some good news ...I got an email reply from STD bank. Standard bank Team leader said that the contractor will be at the house to do the repair works this week and now the contractor says I have to pay him access money? Why can Standard bank not communicate clearly?