King Price- No service & No communication!

I contacted King Price around 9-10 days ago regarding damage I sustained to my home during a thunderstorm, since then I have received no support from them (They mentioned I will get a call from DEFY representative) to come out to my house....nothing, I called them from my side twice, each time they promise to keep me in the loop as to what is happening.....Nothing, I am now seriously considering moving insurance, My work colleague also experienced damage to his home appliance the same day as me due to the storm, He is with Outsurance, and they fixed his issue (money in his account by the next day), I wish I had chosen them over terrible service I am getting from King Price!