Leaking pipe and resultant damage claim!

We have been waiting for an update on our claim for three weeks now, no one is responding to emails and calls, we have made numerous attempts at getting someone to help us. The damages has since gotten worse, water is leaning from the roof which has damaged the cupboards, it has affected the fan and there is mold everywhere and my daughter has had to move out of the her bedroom!!!! . There is nothing we haven’t tried, we have tried going to the branch, we have tried calling the service providers that were appointed and they all saying the same thing we saying, no one is responding to emails or calls. WHAT IS GOING ON!!