SHOCKING SERVICE/Sorry lack thereof

Having a pipe burst and registering the claim on 16 November. I have had to call Ooba every time to hear what's happening. Thursday 26 November another call. Promises of getting the claim settled. Nothing happened. 30 November another 2 calls. One at 12:45, They will send the mail within the next 45 min. Another call to them at around 15:00. 16:55 now and nothing. I ask what will they replace if not a cash payout. No they cannot tell me. SERIOUSLY? SHOCKING SERVICE! 2 weeks to finalise a claim? Think twice