No service provided on household insurance claim

We had a break in on the 1 January 2018. They came in through the roof (I have 2 huge gaping holes in my ceiling).... My trellidor was crowbarred hence it's broken Windows are broken where they tried to get in Claim was put put through the very next day But guess what we are still waiting nothing from the insurance. Besides we will get back. No one has.... Every day we fear with little kids if someone or the same people will come back with easy access as there is so many entry points now. Is standard bank waiting for something terrible to happen to my family then do something.... We are paying customers. Is this the service we pay our hard earned money for. Disgusting. Standard bank is going to be held liable if anything happens to my family....