Storm related claim

Last month I have logged a claim on the storm related incident that left roof leaking water, damaging the ceiling, built-in cupboards, and carpets. The claim has been pending for over a month each time I call in to enquire I'm always told the claim is pending authorizations, and this happened for the past 2 weeks. The bank then sent an assessor who came to the house, spent less than 5 minutes assessing the house not checking the major damages in the roof, ceiling, and carpets, and claim that the property - roofing needs to be maintained where it is the one that licked water inside the house, my claim is even delayed further. Now I have been sent from pillar to post regarding the claim payment. I'm deeply frustrated, and feel that service offered by Standard Bank Insurance is rather poor, and lots of dishonesty. I am kept on-hold on the phone over 20 minutes, eventually the phone just cut, and nobody returns my calls. Nobody is taking ownership of this claim, and I can't be expected to call in each time to only hear of a pending claim that has been there over a month. Bear in mind the contractors appointed by standard bank to fix my proper will/might be closing for Christmas holiday