Terrible service

We were with Alexander Forbes which was "taken over" by Momentum. We have had no claims for at least 3 years. our gate was damaged and a cog broken and I reported it approximately 3 and a half weeks ago. Momentum issued a claim number and gave the work for assessment to a company who: didn't keep the agreed appointment time and only came when I phoned them. Since then nothing has happened except to be told that the work was approved. I have been chasing Momentum ever since. Despite yet another call today answered by Busi who said she would call me back, I am still waiting. The lack of service has been shocking and we are now seriously considering changing providers. I have explained that the gate keeps jamming and on numerous occasions we have been stuck on the outside trying to get into our own home. The motor is now getting compromised. I would add that I am 77 years old and have to ask myself what would happen in a severe emergency such as a car accident.(all of our insurance is now with Momentum). The thought is too terrible to contemplate!