Highly disappointed at a premium service offered by MUA

I am very disappointed with the way MUA is handling my fire claim through STP brokerage. This has been going on for the past 4-5 months, and it has been an extremely frustrating experience. STP has been trying to help resolve the issues and problems between me, the Assessor, and MUA, but MUA has not responded at all. As a client, I had to deal with the ***********, ineffectual, and substandard workmanship of the designated contractor, only for him to leave the site without ever coming back. Not only was his work substandard, but he also caused additional damages. I have yet to receive a call or email from MUA about my situation, experience, and difficulties, aside from an increase on my premium, and I have to call them constantly to find out what is going on. I signed up for this company with the understanding and recommendation that it offers a premium service and is highly rated, but this has not been the case.