Zero Effort from Standard Bank Insurance

We have our household building insurance through Standard Bank. We returned from holiday to find that our spare bedroom and bathroom had flooded and submitted a claim on 6 January for this incident. It has taken endless hours on the phone following up on this claim and arranging for an assessor to be sent out. Eventually an assessor was sent on 20 January. He informed us that he was, however, only able to assess the carpets and not the damage to our bathroom cabinets too. I have been trying since then to get hold of Sonto Malinga, the staff member assigned to our claim, to arrange for the cabinets to be assessed too, but with no success. Her phone goes unanswered, call-back requests are not followed through and emails go unanswered. We were informed that we would have a decision within 48hrs of the carpets being assessed, and still do not have any feedback more than 48hrs later. I suffer from a serious lung disease and have now been living in a household with moldy carpets for more than two weeks, which poses a serious health hazard to me. Our hands are tied as we cannot proceed with repairs ourselves without the go-ahead and financial input from insurance. I don't know what more I must do in order to get an outcome from this claim. In addition to this, my partner (in whose name the insurance policy is held) is a Standard Bank Private Banking customer. He pays R300/month for this service but has been unable to get any assistance or response from his private banker in this regard.