Utterly shocking service - SBIS

I have received nothing short of shocking service from Standard Bank and its contractors. I had a break-in which resulted in the damaging of a door and a gate. I claimed for building insurance to attend to this on 6 January 2021, a contractor was only sent out on the 11 January to assess the damage. Since then there has been radio silence and I have had to spend over 2 hours on calls to Standard Bank to no avail as no one is able to give me answers on why there is a delay. No one seems to understand that this is a security hazard for us!!! I urgently require payment so this can be attended to!