Shocking Service from Outsurance and it's service providers.

We submitted a claim on the 14th of June 2020 after a water pipe burst in the roof. The water that seeped through the roof, caused substantial damage to the ceilings in the house, walls, wooden floors, as well as appliances. A service provider was send out to repair the water pipe on the day of the incident, as well as a service provider, Harkon Construction, came out a few days later to access the damage and they apparently submitted the report to Outsurance. Well, two and a half months later, we are still waiting for all the damage to be repaired, as well as the appliances. We have phoned and e-mailed Outsurance on numerous occasions and they promise to phone back, but that never happens. They never give any response in writing, so that we can take the matter further with the Ombudsman. We don't know what to do except to wait for a response in writing. Our house is in a state, as we can't organize anything until the repairs have been completed.