Where is the GOOD service

I Lodge a claim 3 weeks ago regarding my roof, arrangements where made that the contractor will start the work, FIRST THING PAY THE EXCESS, NOW WHERE IS THE CONTRACTOR !!!, I phoned them and Outsurance you don't even return calls. I MADE ARRANGEMENTS TO TAKE OF WORK FOR TWO DAYS PLUS GET SOMEONE TO CLEAN, WHO IS GOING TO CARRY THE COST<br> <br> What happen to all the great service I received from your guys over the years