Terrible Service, lasting impression

I have been with Ooba insure since December. We had very heavy rain, a display glass at the top of my roof started leaking continuously, damaging my paint and wallpaper etc. I lodged a complaint immediately via the call centre. My claim was sent to a service provider/contractor who called me the same day to set up an appointment for 10:00AM the next morning to assess the damages. I cancelled all other appointments of mine in order to be present. It is now 10:12AM and his phone rings continuously without answer. The contractor returned my call at 10:40AM and advised that his vehicle battery is flat and there is nothing that he can do at the moment. He went on to say that due to the rain, he is unable to climb onto the roof so he will have to re-schedule for another day when it is not raining. He cannot provide a day/date at this moment as he is not sure when the rain will stop. The rain water still continues to gush down into the house through the windows as it rained last night and early this morning. He has not returned my call since Tuesday. I reported this occurrence to the call centre. They assigned a new service provider who still has not made contact with me. This is my first claim and I am definitely not too pleased about this as my premiums are always paid on time. Please take note that the service providers appointed by insurance companies are a representation of the insurance company. If this issue is not sorted out by COB today I am canceling this insurance and taking my business elsewhere!

How is this acceptable?