Very poor service and communication

We recently had a storm that resulted in several broken and cracked roof tiles. I contacted Standard Bank Insurance, who sent their "approved service provider" out to start with the repair. It was obvious to me that this service provider was not a roofing specialist, but I had no say in choosing the supplier. Unfortunately, this contractor made a terrible mess of the repair, and the roof is now in a worse condition. The ridge tiles were so poorly replaced that I can now fit my entire hand in the gap between tiles that were supposed to lie flush on top of one another, and there are another 90 broken tiles that still need replacement. Now, I am waiting for an independent assessor to come and look at the mess the original "approved service provider" left on my roof. I have been waiting 5 days now with not a peep from anyone, despite me following up with Standard Bank Insurance every single day.