Unsattisfied about services im not getting

Utterly disgusted does not even begin to describe how i feel. On the 14th of July pipes in my roof burst we got a personal plumber to fix it. 2 days after the incident happend a assessor pitched up at my house(please keep in mind the water poured out of my passage light and in my kinds room also through the ligt fixture there was water everywhere all 3 rooms carpets got soaked) so when he came here most of the water was dried up except for the carpets. he did not get into the roof to take photos of the pipes...the week after i phoned the bank wanting to know whats going on. One day they tell me they are waiting for his final report the next time they are waiting for him to approve. After a week of excuses i asked them to send another person because the carpets are rotting the ceilings are water damaged my tiles in the passage and kitchen are lifting up because of all that water...according to the new assessor tiles cant get surface damage from water...once again no one came here the day it happened so its hard to prove that if you walk on the tiles the water comes from underneath the tiles...anyway they refuse to replace the tiles...on tuesday i emailed a lady about my complaint i got no response...i have logged a complaint to standarbank self also have not heard anything...yesterday i phoned the bank again now they want the photos of the pipe that burst that we had fixed if they dont get that the claim wont be approved. It has been a month now.. nothing has been repaired im sitting with damages and the rotting smell of the carpets...floor tiles that are clearly lifting. We are seriously considering moving to a better more helpfull insurance that does not give excuses...i mean do you guys have to ask me for your payment every month? NO you dont.