Extremely bad and poor service

Logged a claim and repair done were sub-standard, been trying to engage the insurer regarding this matter and they just do not care because the client is elderly and stays alone. Its been two weeks now since their assessor came to take pictures of the sub standard service done and the leaking pipes inside the walls, to date no response received. Guess the next step will be the media cause clearly pensioners are treated differently from the rest her.