Shocking service

I have been a member of Outsurance for over 20 years. In the recent floods in Durban a tree fell into my property and damaged my palisade fence. I lodged the claim on the 11/10/2017. The tree was removed a few days later and I paid my R2500 excess. I am still waiting for me fence to be repaired 6 weeks later!!! I have not received any correspondence from Outsurance during this period at all yet I have phoned at least six times to follow up on the progress, without success! When I called today the consultant said an email was received from the company they appointed to say they did not have the capacity to do the job. This email was sent to Outsurance on the 13/11, a week ago. No one has bothered to communicate this to me and when I phoned today no new service provider had been appointed. I was left holding for 17 minutes until I eventually had to put the phone down and get back to my class. No one bothered to call me back. So basically Outsurance have my money but I still have a huge hole in my fence despite me telling them repeatedly that I am a single mother and the lack of fencing is a constant security worry. Awesone service from Oursurance. I think not! Even after years of loyalty and a fat insurance premium every month!