No response on claim

About 3 months back my father's house suffered serious damage due to a fire. The assessor sent by Standard Bank came within a few days and did an assessment. We received documentation from him stating the quotes given by various companies for repair and the cost thereof. Since then we have heard absolutely nothing from Standard Bank regarding the claim. The assessor himself has not been able to get any feedback from them. Despite contacting the calling center and being assured that Mr Gordon van Wyk, who is handling the claim, would contact us AND sending and email to him, we have yet to get any feedback. In the meantime our other buildings on the premises and the house itself is being burgled on a regular basis because of the vacancy. We are now considering taking action against Standard Bank as the other insurance involved has already made the funds available for the repairs.