Insurance department not helpful

I've been a client for many years but the service one gets its dissapointing. I lodged a claim with the insurance beginning of August 2018 to come and fix a leakage in my bathroom. On the 25th August 2018,the plumbing company was dispatched after numerous calls made. The wall was broken so that the pipe can be fixed.. I was advised that the contractor that will fix the wall will come after 2 weeks which never happened. After several calls made to the insurance department he eventually came to do the assessment and the said he was going to report back to the insurance company. I haven't had any response till to date. Once again I made calls to the insurance department and I was told someone will contact me till to date no one has called. Now my house is infested with rats that are gaining access from the opening in the wall. I'm conncerned that being a rainy season now further delays will ensue. This is an urgent matter and I would like this matter be resolved asap.