Slow home insurance claim process resulting in escalation of the problem

On the 29th November 2023 a claim for leaking ceiling was lodged. An assessor was sent out the same day to assess damages. However there has been no feedback regarding the status and we have been calling the claims consultant and he promises to revert but has not done this. Since then, the ceiling has collapsed and the bathroom is now flooding. This is the second time in a space of about two months that this is happening. The service is really poor.

reference # for the claim is C***