Bettersure.........not better......trye: Worse-Sure, Slow-Sure, No-Response-Sure

I submitted a claim for minor storm damage. This affected some roof tiles that were broken and a lapa. Eventually got their appointed contractors to asses and submit the report. Now I'm waiting for a response for several weeks. We have rain at least twice a week and this is causing additional damage. Phoned the contact center 6 times and the response every time is that there is no update. Asked to speak to someone senior and was put on hold for more than 10 minutes each time before hanging up. One consultant said a manager will phone me back....never happened (as expected, don't think there are senior or competent people....). Wondering if this will be resolved ever.....and if the additional damage from rain through the broken tiles is acceptable?