bad service in insurance claim

we had a leak 2 weeks back (22/23 nov) in my servants shower. We reported it with standard bank homeowners - claim number 15/088512 reported on 23 or 24 nov . the plumbers have been and done their bit. I called Monday 30 Nov to find our re carpets and builders work, after waiting on the line (***) for about 15 minutes, my call was attended to. 1 Dec the builders and carpet people assessed what they need to do, both have advised they have submitted their quotes to std bank - I have heard nothing further. Today I have battled all morning to get thru to STD Bank on ***, there is a message about bad weather so calls can't be attended to.<br> <br> I would like the builders work (servant room shower area, study wall and passage wall and ceiling) sorted before the builders holidays. I also want the carpets (passage and study) replaced before then. I have visitors already with us and the house stinks of damp. <br> <br> most of all I would like to get regular and proactive feedback about this claim.