OUTsurance - Don’t want apologies, just service please

I have a leaking roof and put a claim with OUTsurance. Despite explaining to them the urgency of my situation and the continuing rain that is coming into my house, their assessor came only a week later. Then another week has passed, and I still have no idea about my claim. Cannot get hold of my claims advisor. Does not respond to emails or calls. The call centre gives me apologies but no service.