Mutual and Federal Insurance

I am so disappointed with the service from Mutual and Federal. I sent an email to my insurance around the 26 November 2019 stating that my ceiling around my chimney had collapsed during the first heavy rains we experienced. I got a builder out to get a quote - emailed it as soon as i received it. A week later they sent out an assessor. it is now the THIRD week - the damage has got worse after after the last few days of heavy rains - ceiling hole increased in size, my lounge rug got wet as i ran out of dry towels to dry up all the water coming down the chimney/wall - it is week 3 - and STILL NOT A WORD! I have paid for insurance EVERY month - number of claims ONE in all the years (roughly 8yrs - since i took out insurance with Mutual and Federal) - that claim was for a broken window... the service has been shocking to say the least - i'm sitting with a whole in the ceiling - waterproofing that needs to be fixed around the chimney - and while this is an urgent request - they seem to be taking their time- maybe trying to find a clause so they don't have to pay out!! I am not impressed with their service and their care for their clients!