No feedaback in two weeks

Whilst vising my daughter, one Saturday evening, we received a phone call from our neighbours, informing us that someone drove into our gate. We rushed home to find our dog badly injured. The gate fell onto our doggie. Gate, gate motor and wall badly damaged. We could not register a building claim, since it was after hours and a Saturday evening. When we've managed to register the claim, I had to follow up on the matter, since the property was not secured. I received three phone calls from their claims department, informing me that they will get back to me, two weeks later, and here I am still waiting. I called and spoke to one of their managers, who arranged emergency repairs to the gate, which we are thank-full for, but it was only a temp solution. We have had two burglaries and a vehicle theft at the same property this year, if we should suffer another burglary because of your negligence/delay/bad service/no service, we will hold you Standard bank liable for any further damages/brake in/loss. I know it's not your fault that this incident killed our beloved pet, but do we really have to wait for another incident to happen before you will make arrangements for repairs?