Useless company no feedback and no follow up

Old Mutual Insurance has a bunch of useless employees who do not respond to emails or calls. I filled in a claim early February for a flooded flat. An assessor was sent over a week later after the carpets had fried. To date I cannot get a hold of anyone at old mutual nor has any employee tried calling me. Is this how they do busy. I am frustrated and have to deal stinking carport in a daily basis. I have had chest infections and eye infections that I have never had before. This insurance is part of my body corporate and now I'm feeling helpless as everyone keeps passing the buck. Now who is going to pay for my repairs. I am going to raise this with my body corp as I am a trustee and strongly recommend we find a more proactive and efficient insurance company.