Outsurance not such a good insurance Company after all

It's been 2 weeks and our claim is still not resolved. We had a burst pipe that was fixed. Two weeks later and the tiles that were cut off the wall is still not fixed, Outsurance only want the tilers to fix the 6 tiles that was cut off and not even with the same tile colour. The tiles that we have in our bathroom are old tiles that you don't get anymore, so they want to fix it with diffrent colour tiles. They don't know when they can assist us, and we are now waiting !!! This is unacceptable.