Worst service ever!!!

The roof at my mother's house got blown away during very bad weather, she called for assistance they said they have dispatched an assessor. A day passed my mom called again she asked can she close the roof in the mean time cause rain is coming in they told her not to touch anything an assessor will be there on Tuesday which would have been in 4 days time yet the rain was pouring hard. My mom decided to fix the roof with her own money because she couldn't wait that long then called the insurance again to cancel the claim. The person on the phone apologized to my mom for the inconvenience said they spoke to the manager and my mom must email the invoices and damage report so they can reimburse her. We sent all the documents they required all for them to come back and tell us no we should have not fixed it ourselves,can you imagine. Rather we just go get another insurance company.