Ooba insure

I had damage to my home during Christmas when I was not at home. The claim was registered and contractor was send out, but now for the claim to be paid out. This is really ridiculous. Bettersure/Guardrisk who is the underwriter, never came back tou you, not via email or telephonically. When you call, you are put through from one person to the other, until the phone cut off after 45 minutes. When you send an email, you receive a response I got this!!! After this I am definitely going to get new building insurers.