Lack of care.

We have house hold insurance with Outsurance for a long time and have never missed a payment. We have a problem with our shower and Outsurance has agree to fix it. We cnt use the shower and due to this I am loosing businesses because the shower is in my gym which I use to train my clients. The gym is in my house. To date its been three weeks and still Outsurance has failed to send someone to fix it. Numerous attempts have been to Outsurance to assist but it just falls on deaf ears and blatant ignorance to assist. I am at a lost as what to do but consult legal advice.