Tree in danger of falling

I usually have very good experiences with outsurance but this time they have really messed up. I reported a very tall tree in my garden to help at out because i was afraid it would fall down and if it did it would fall on my neighbors house. They did send someone the same day. 3 Men completely *********** and devoid of the necessary equipment except for a saw arrived. I sent them away and told them to come back the next day with ropes. (the tree is a blue gum and about 30 meters high) they came the NeXT day without ropes again. They started cutting and a huge branch fell on the neighbor's fence and broke it. I then stopped them from working as they did not have ropes to guide the falling branches. I phoned outsurance again and told them to send someone else. They did and they came today and were much more professional but lacked a belt to pull the big branches down. So they have gone now. This is supposed to be my 1 hours worth of rescue emergency which has now been used up without any results. Every time I phone and ask to speak to a manager they say he will phone back but never does except for 2 gentlemen who seemed to want to help but they also proved to be useless. This is extremely annoying and seen I'm always recommending Outsurance I am now thinking of changing companies. They are very quick to put up their premiums without consulting you but you get nothing in return. I know they send friends for the jobs and they are usually useless . There is now a huge mess in my garden and nothing has been resolved. The last tree cutters that came said no one told them it is such a big tree. I repeatedly told the consults how big it was. I am extremely annoyed . Would they prefer to have to pay for the neighbor's house to be broken to pieces by a falling tree?