BAD SERVICE RECEIVED FROM OUTSURANCE

OUR LIVING AREA CEILING FELL ON THE 05TH OF FEB 2015, MY HUSBAND CALLED OUTSURANCE THE NEXT DAY TO PUT A CLAIM, WHICH WE GOT A CLAIM NR AND DEALT WITH VEL ROGERS, I KEPT CALLING THEM THE WHOLE TO GET SOMEONE TO COME AND ASSIST US AS THE OTHER PARTS OF THE CEILING WAS HANGING AND WOULD FALL AT ANYTIME, LUCKING I SPOKE TO A LADY WHO SEND THEIR SERVIE PROVIDERS TO COME AND ATLEAST PUT A TEMPORAY MEASURE IN PLACE, THE GUYS EXPLAINED THAT THE DAMAGE IS FROM RAIN THAT MOVED THE TILES AND THE CEILING WAS GETTING WEIGHT AND HEAVY FROM THE CEILING BLANKET, THEY LIFTED IT AND BALANCED TEMPIRARILY, I CALLED OUTSURANCE THE NEXT DAY AS I HAVE SMALL KIDS AND FEARED FOR THEIR SAFETY, THEY SEND AN ASSESSOR RYAN WHO TOLD ME THAT THAT THE CLAIM WONT BE APPROVED AS ACCORDING TO HIM THAT WAS A WORKMAN FAULT, NAILS ARE MORE THAN 3CM, WHEN I CALLED MY BROTHER WHO IS AN ARCHITECT HE INFORMED ME THAT THE IS NO SUCH AS THAT, WHAT BOTHERS ME IS THAT EVEN TO THIS DAY WE HAVE NOT RECEIVED ANY DOCUMENT STATING THAT THE CLAIM IS DECLINED, I CALLED MS ROGERS AND SHE SAID SHE WIL ASK RYAN'S MANAGER TO CALL ME AS I AM UNHAPPY AND TO THIS DATE WE ARE STILL WAITING FOR HIS CALL. I AM VERY DIRSTUBED WITH THE SERVICE