unsatisfactory claim

Today is two weeks that the claim for my gate motor failure was registered at standard bank insurance, the assessor was on site on thursday 17 July 2025 till today no outcome was given. my gate is an nudge gate and my wife struggle to push it open it stopped completely working. I have contacted the service provider but they still wait for standard bank. this is totally unexcepted for me. 2 weeks to repair the gate motor and my wife must put her life at risk when come after work at the night. if not repaired please supply me the ombudsman contact detail that I can take the matter up with him