Poor service delivery

I logged for assistance on household damages last week Saturday the 3rd of December, with lots of telephone calls and emails up and down to OUTsurance and to date the 09th of December I am still waiting for the claims to be resolved. I thought that having insurance and not minding paying the high premiums is because when you need them they are there to help and bring you the customer back to the same position before the event happened. What is happening with OUTsurance there was a time I praised them, never had issues also got speedy assistance. Why must I beg for service. If I don't call no one calls me back. So disappointed.