Outsurance not being helpful

We had a break in last week Wednesday and my mother made a claim with outsurance. Tomorrow will officially be a week since the claim was made and the only thing they have done is to send two companies for quotes regarding our broken door and the seals. We are currently sleeping under duress due to the unsafe situation of us not being able to lock ourselves in properly. We pay insurance for speedy help in these cases and yet we have had no sense of urgency from this company. They advertise that they will help u to speedily replace your ****** items and assist u in such issues but they have done nothing of the sort. My parents are pensioners so they do not have the luxury of having instant money to fix such things. I'm really disappointed in the lack of service we have received from this company as a whole