Poor Customer Service

For years we didn't have any problems with our insurance. It has been three weeks since we logged a claim for a burst pipe in our wall. Till today it has not been fixed properly - there are huge holes where tiles and parts of the wall has been removed in both our bathrooms and on the outside wall, AND the faucet isn't even working properly anymore. When we phone, al they say is they will follow up and let us know. And every day we are the ones that has to phone back. We have been clients for over 20 years and this is utterly unacceptable!