Disappointed outsurance client

Very disappointed with outsurance, over a week ago they started repairs to the ceiling but have not finished their job. When you send a message or call the person dealing with the claim they don’t answer/respond and they surely don’t call back. Really we have had to change our living conditions because of them. We have lost a whole lot then again it’s all about collecting money monthly and doing nothing about a claim. Other people I have spoken to regarding their claim say that it’s resolved quickly then again maybe it’s because we are not white