Fire damages: No response from the Insurer

I am writing to formally lodge a complaint regarding the unacceptable delay in the handling of my insurance claim following a fire at my residence on 28 May 2025.

The incident was reported to my insurance broker immediately, who submitted the claim to the insurance company the very next day. Despite this prompt action, I have yet to receive any form of acknowledgment or contact from the insurer themselves.

During the fire, I risked my life by entering the ceiling to help extinguish the flames and stop further damages. As a result of the fire and the emergency response, the following were damaged:

Warm water geyser, clothing, ceiling and roof beams, carpets and walls, some furniture, due to water damage. It is unbearable to continue living in these conditions—without hot water, in a house covered in soot, and with the persistent stench of smoke. To make matters worse, I am expecting family from New Zealand in June, and I am deeply distressed by the lack of action on the part of the insurer. They eagerly collect the premiums but have no speed when it comes to claims. I DID NOT start the fire on purpose, and I pay insurance premiums so that I can be covered in incidents that out of my control.

My premiums are paid punctually every month, yet the insurer has made no effort to assess the damage, much less initiate repairs. This level of neglect is both unfair and unacceptable. They don't wait one day, but we must be patient for how long??? It is unacceptable.

I urge you to treat this matter with the urgency it deserves and to arrange an assessment without further delay. I also request a written explanation for the delay thus far.

Should I not receive feedback within tomorrow morning 30th at 9, I will escalate this matter to the Ombud. I am fed up with poor services.