Dial no direction

On Monday the 29th august a gutter system with asbestos in fell and crashed in wind. We reported it 11 days ago and told them it was urgent as it's a toxic substance, potentially polluting the area. After chasing up, the first assessor only came on Friday. The second assessor is yet to come 11 days later! (we had wet washing/clothing items in basket right by where it crashed, that has residue on, which we need to be assessed). I was also shocked to hear that it will get processed as two separate claims thus our excess will be double, and we will get hardly anything out. I am shocked at their slackness with something so urgent and would like to take this further as it is a substance that is hazardous and they have been reckless. Reading their other 1 star reviews there's a common theme of slackness and slyness coming through. I am dubious with regards to the veracity of their five star reviews.