Outsurance - Service level- Nonexistent

I have received beyond shocking service from OUTsurance, regarding damage to my roof in November last Year. This company has messed us around so badly, they have to date still not sent someone out to fix our roof, which was damaged by hail. The Whole room was ruined, carpet needs replacing, walls need painting. Nothing can be done until the roof is fixed. They were supposed to come on Monday to fix the roof, never pitched up. Now they say they can only come next Wednesday. This is Diabolical, why are we paying for insurance? I am extremely upset with the level of service, it is nonexistent.