No water, no answers

We have always had prompt and pleasurable dealings with Ooba Insure. However, we reported low water pressure and a possible leak our driveway on the 6th of November. The first plumbers didn't even stay around long enough to see the water pressure problem, the others they sent were really thorough and found the leak site and submitted the report to the insurers. after much back and forth and many hours of phone calls, they requested that the plumbers come back and open the ground to check the leak as they needed proof. The proof of water bubbling up to the ground was supposedly not proof enough. he advised against that, saying that the hard clay ground was keeping some pressure on the pipe so the leak was under control, but they wouldn't accept that. He came and dug up the leak which caused the leak to expand to the point that there is now NO water reaching our two houses. Somehow after all this, its still not being escalated or taken seriously. we have been on the phone since 8am this morning, now the case has been 'locked" and only one guy can deal with it. he's not getting back to us and is now not answering our calls. The plumber is on standby waiting for the go-ahead, but we are getting the run-around. Kids, animals, 2 households and not a drop of water.