Shocking Service!

This is just a brief scenario! I'm still waiting on someone from Outsurance to contact me with regards to a claim that was made last year and which was supposed to be sorted, but clearly isn't! My pipes in the roof above my bathroom started leaking in June 2014 last year. I put in a claim, assessor came through and said that it needed to be replaced. Outsurance got their plumbers in to sort it out, but clearly it's not. Ever since June the pipes have leaked almost every 2 months!!! I've had to replace my roof because I was told that they wouldn't finish the job because their was a roof leak! I did that and 9 months down the line, there's still a leak coming through my bathroom ceiling! I had them in 3 times and called today for the 4th time saying that it's URGENT as I only have 1 bathroom in the house and the water has been running from my fan and light which is dangerous, but no one has contacted me yet! Surely if someone says that its URGENT shouldn't someone at least make contact with you? I feel that as a customer I'm not being taken seriously and if someone at Outsurance does not get back to me soon I'm laying a complaint with the Ombudsman! I've just about had enough!