Bad Customer Service

My husband fell through the house's roof on Sunday morning. So I called Outsurance on Sunday morning to report the incident and I was told they don't deal with Building Emergencies on Sundays (so it's okay to fall through the roof on Monday but not Sunday). Okay so later during the day of Sunday I lodged a claim on the Mobile App. Monday morning I received a sms do I want someone from Outsurance to contact me (I haven't spoken to anyone to get the claim processed yet so of course). So an advisor contacted me later during the day of Monday. We've considered all required information and I was told an Assessor will contact me to come out and see if it's a valid claim ( I never claimed building before but been paying for it over years. My husband didn't plan to fall through the roof that's way it's an accident so way will it not be a valid claim...?). So the Assessor called me later during the day to say he doesn't come out to the property but will send a contractor that will give him feedback on the claim. So the contractor called me later and said they can't come on Monday to look at the roof only Tuesday. So Monday evening they let me know they won't make Tuesday but only Wednesday (this just to have someone to look at the roof)... So that will be day 4 having a big hole in the roof. So how long is this going to take to look/qoute/repair the roof. The weather forecast shows that rain is on the way, if that happens then additional damages are going to occur and then Outsurance will most probably say they won't fix it because we didn't fix the roof in time to prevent extra damages... So my point is the following customers must just pay and hope that nothing happens to their property because there is nothing called customer service when it comes to claims.