Bad Service

I been a loyal customer of discovery insure, they never gave me problems when i made a claim for my car window, so i decided to use them for my house too, i have since reported the incident that happened on my roof a week ago and till today i have not gotten any help, am being told they are waiting for validation, part of the roof is hanging and might even fall into my child and cause harm, am very disappointed with the service am getting from them,