No call back regarding a claim / legal advice

Re: OT***6 I logged a call with Outsurance on 6 March 2020 regarding a claim for my aluminium awning roof that was damaged due to my neighbour that encroached on my property with a unauthorised installation. I also needed legal advice as the installation needed to be removed, in order for the roof to be repaired. I was transferred to several different departments and eventually was promised a call back as all the consultants were busy. Today is the 17th of March 2020 - no call back received as yet. After a 10 year relationship with Outsurance, their service has gone from awesome to a dismal 0.