Unacceptable service from STD Bank building insurance.

Severe storm damage caused collapsed ceilings, water pouring through light fittings, kitchen cupboards & other damage. Claim lodged with STD Bank building insurance on 6th December and assessed by designated assessor on the same day. To date this claim has still not been finalized despite the assessor providing a full report, photographs and quotation. Have called STD Bank nearly every day for the last 14 days and emailed them. When I call I am told that the claim is valid but has still not been approved by the supervisor. The reports were emailed directly to the staff member dealing with the claim but do not appear on the general system so every time I call, they say the assessor has not submitted anything. While I hold on the line they call the assessor and then tell me that, yes they do have all the documentation and the staff member dealing with the claim will call me back. I am still waiting. This is completely unacceptable