No happiness with Dial Direct

I have been having problems with Dial Direct for quite some time now. In March an assessor was sent to my property. He assessed the problem incorrectly and Dial Direct rejected the claim. This caused a lot of trauma, more damage to my property and a lot of money. To cut a very long story short, I contacted them again around September. I was abroad but got a plumber in to do the leak detection and fixing of burst pipes at my own cost. I still had no communication and then decided to bite the bullet and call the call cntre. Up to this stage I was dealing directly with a person called Edward Nkwana. I was told it would be escalated and I was called by Ryan Kisten, who is apparently Edward's superior. I insisted on a new assessment. This also took far too long. When he came I was told that the assessment would be sent to Dial Direct the next day. I have still had no word from them. The last email was 18 November. I emailed both Edward and Ryan Kisten yesterday and just got OUT OF OFFICE replies. Meanwhile the property is standing empty as the damage is so severe I cannot think of getting a tenant. Builder's holidays are fast approaching and then I'm in even more trouble. They are playing hard to get and I'm wondering if the company is in trouble.