PATHETIC CUSTOMER SERVICE

My query started on 08Jan when I put in a claim for a gate motor. Within 2 days a technician was sent to my house to assess the damage and advise on the way forward. For three weeks i kept asking what the next stage is because I'm currently stuck with a manual gate and its not safe for me and my family. First i was told that the tech will call me to make an appointment to come for replacement. And then i received a mail saying they've decided to do a refund so i can get my own supplier as they had wasted my time already. I disagreed with the refund amount because it meant I should fork out money from my pocket to cover the remainder of the equipment cost plus the labor costs. I was then asked to send a quote with the price of the equipment and the labor costs so they could compare and suggest a way forward. I sent these on Friday 26Jan and today marks a whole week with no feedback from OOBA insurance.