Bad Service

On 21st January 2015, my house in Sunward Park was broken into. I reported the incident to my Insurance company, they said the broker, Cecil, would come to my house to evaluate/assess the break-in. I waited for an entire week with no broker and no response. A gentleman from Cape Town, Jacques contacted me saying he would send a broker, Cecil, who would come the following day. He did arrive the next morning. Two weeks passed with no response/feedback whatsoever. I contacted the Claims department and the lady said she would find out and come back to me ASAP. Another 4 days passed and I am still waiting for feedback from the department. EXTREMELY POOR SERVICE..... Can someone please assist in this matter as it is beginning to become a very urgent matter.