Lack of service from Momentum Insurance

We have been with Momentum Insurance since 2019 and have been very happy with them until we have now needed to make a claim. The claim was initiated very promptly, the assessor came to our premises within a week and then nothing happened thereafter. When trying to call the call centre to follow up on the claim, I had to wait on hold for too long, when I did eventually get through I was promised the claims report which I still haven't received. I sent an email to the person responsible for my claim and have still not received any feedback, and I lodged a complaint, was promised a response within 2 working days and 4 working days later, I still haven't heard anything. When emailing the person responsible for the complaint, the email bounces. We have holes in our roof and the complete lack of service or concern for our situation has been beyond disappointing.