Poor service from Ooba insurance

I reported a leak on the 29th that's damaging my ceiling, an assessor was sent however its taken them three weeks to now tell me I need to log a new claim, I've been calling to speak to a manager and could not be assisted. I'm am yet to receive a call to resolve the issue at hand. Where and how do they show the care they take for their customers. I get hold of agents who keep saying they will escalate the query and will receive feedback. I don't know how to deal with this going forward it's sad that my insurance can't assist and take responsibility for thier lack of communication.