Very bad service

I reported my claim 2 to 3 weeks ago on my sealing and roof,......, still waiting on a reply, did call them yesterday again, now they whant to load a claim again, seriously, after holding on for 25 minutes and no reply, But skip a payment and there trouble ne, this so so sad that I need to com complane here for service, my next step is the ombitsman (if that is spelled correct) I'm so tiered of bad service