Insurance claim not dealt with ater 2 months and nobody answers the phone!

In October, we put in a claim for a leaking pipe in the ceiling, with resultant ceiling damage. The plumber attended to the issue within two days which was excellent. However, the builder came to assess the ceilings in October, said it would be covered by the insurance, and we have heard nothing more in two months! We have spent hundreds of rands phoning the call centre, but nobody answers the phone, even after waiting multiple times for over 30 minutes! We have logged numerous "call me backs" on the Standard Bank website, and the single call back that we got was at 7:55 in the morning, and the agent then transferred us to the insurance section which wasn't yet open for the day, and the call was cut off on their side. There has been no contact from them since. This is a huge health hazard to our family, and we would like it to be dealt with as soon as possible.