Poor Customer Service - OUTsurance you let me down

I'm not happy with the overall experience..Usually OUTsurance is on top of their game but they have seemed to drop the ball. I have not been receiving regular updates/feedback on my claim and i have been trying to reach out numerous times to them without them providing regular feedback. I reached out again yesterday and i was now told that my leak on my driveway must first be fixed by the plumber after waiting 2 days already with no water then someone else will come out to quote on the repair of my driveway. I then requested for the guys to come out for my driveway and im still waiting for a call and its almost 1pm but this morning i receive a call from the PLUMBER saying he is here to fix the leak and im not at home approx 2 hours away travelling. They were also very rude and while i was explaining that i was not aware he had an attitude on the phone and drop the call on me...He is also asking me whether OUTsurance told me he's coming but i didn't even approve the Plumber costs/Excess and i was still waiting for the driveway guys. CURRENTLY I DONT HAVE WATER AT HOME AS MY MAIN IS TURNED OFF AND I CANNOT OPEN IT BECAUSE OF THE LEAK AND MY WATER BILL WILL BE HIGH. THIS HAS JUST BECOME A NIGHTMARE OF A CLAIM....OUTSURANCE IM VERY DISSAPOINTED.