Standard Bank contractors no show

On 20/6 I registered a claim with Standard Bank insurance. Immediately got a claim number and then the waiting started. Roughly 3 weeks ago I replaced a whole roof on my 1 house and also had some minor repairs done on the house that has damage now, I like to keep my houses well maintained, the roofs were also maintained in November before my new tenants moved in so we really made sure everything was ok, can be confirmed with invoices as well with our agent. We had some really good storms and wind and rain in our area and somehow my roof got damaged. My tenants phoned me and send me a video of water streaming through my roof, especially when the wind blows in bursts. Now I am waiting for a SB contractor to phone me for an appointment and to prevent further damage. On Friday around 12 I phoned them again. The telephone operator told me she cant put me through to the claims dept there is a problem with the phones, I must phone back later which I did.The telephone operator took my number and said they will call back. Still no call received. I could have gotten a private contractor on Wednesday already but waiting for SB ....well thanks to SB and WAITING for a contractor just to access I now have extensive damage to my ceiling, water pouring through my ceiling, onto my carpets and also damaging the tenants stuff. If I knew I would wait for their contractor I could have gotten my own contractor and minimalize the damage. Who is going to foot this bill now for the extensive damage to my ceiling as well IF SB decide not to proceed with my claim??? Thanks Standard Bank for your non service delivery or at least a phone call from you or the contractor who haven't even phoned once for an appointment. I don't even have a clue who the contractor is because when I phoned in Friday the telephone operator could not even give me that when I said I do have a claim number