Poor service from ooba

I'm so disappointed inn ooba insurance. The plumber they sent to replace my geyser broke my roof tiles which resulted in severe damage to my bedroom ceiling and wardrobe due to heavy rains. I laid a claim weeks ago and they demanded me to pay excess fee even though it was their mistake. I requested to be paid in cash so that I can find my own contractor but every day when I call them they promise to call me back but they never do but they continue to debit monthly premiums from my account. I'm afraid this rain will continue to damage my property worse