Claim turn around period and the lack of service

On the 17 November 2015 we had a hail storm in our area (PRETORIA) and because it was hailing too much the ice blocked the drains and ended up sitting in our roof which caused the water to get inside and damage ceiling.It took 2 weeks for them to come and access the damage and now they have accessed the damage ,we are being given a run around about payment the person who is supposed to be the claim handler is never available and we are being given the run around.This is very annoying and unprofessional as this should have been settled a while back and not even once have they phoned back every time we get forwarded to someone else even this morning the lady I was speaking to didnt even want to give me her name and told me to forward my documents once again and it will take another 24 hrs for them to see my email while the email receipt came back confirming.Im very frustrated at the lack of service here as every month they never fail to deduct our account for insurance but now we need assistance we are given a run around!