No response and resolution from Ooba insure

I have a claim pending for my leaking roof. I have owned the property for 2 and a half months and the previous owners didn't disclose this. It has been almost 4 weeks since I put a claim through. No one replies to my emails and the call center says it's been referred to the insurer. I do not understand what the delay is. It is frustrating and raining more and more causing damage to my walls on the inside of the house.