POOR CUSTOMER SERVICE

I'm so disappointed with service received. I have been a client for over 5 years for building now and I never claimed. First claim it's a disaster. Since I called in March around 17 company was assigned. Until yesterday 9 May when I called, I was advised case number is needed ...Like really....Life happens and I strongly believed reporting matter to Momentum by no time my wall will be fixed But Nooo im still with collapse wall where ********s can easily access my property. To think all these years I thought I'm covered in times of need Momentum will step in and help .Now will have o wait until I have time to go to police to do such some of us time is luxury we do not have .All can be said when asked why I was not informed was "I apologise for that"?