Pathetic service

Pathetic service, from the 16th July 2020 can't get a hold of consultants. Registered pipe burst damage claim on app. Appointment **** on app. No one arrives. Online it states no service provider appointed. Worst service ever. Phoned 20 time holding on for 15min no answer. No reply via email or call back. Consultant appointed to claim no does not exist. How can I have insurance but when we need you no answer. Nothing as bad as this