INSURANCE CLAIM - ALMOST 3 MONTHS AND NO RESPONSE

My house insurance is with Standard Bank. I lodged an Insurance claim in May 2015. It was a fire claim as our roof was damaged, I was told by Std Bank to obtain a report from a Roof Contractor which I did. Later an Assessor contacted me to inspect the damage. Thereafter he sent a Contractor to quote on the damage which he then submitted to Std Bank. My partner and I have followed up on many occasions. Gordon is never available and has not once even had the decency to respond to our claim. It is almost 3 months later and our ceiling is now also damaged due to the winter rains. On 30 July I again contacted the bank and as usual Gordon was not available. I spoke to Marsha who said she would escalate my complaint to the Team Leader and Gordon. To date I have still not had ONE OFFICIAL RESPONSE. The service and attitude of the staff is absolutely disgusting and my roof and ceiling is deteriorating.