Poor Customer Service

I have logged a claim for my pool that was damaged after the boundary wall collapsed. This was in December last year and a contractor was sent to replace some items. I was told that this contractor don't do rock art and that I should get a quote from a supplier which I did. I have been calling quite a few times to follow up and I've been getting mixed responses. If the quote is not correct, it is something else. Every person I've been chatting to gives me a different story and promises to come back to me to no avail. Today I called, was put on hold for half an hour and eventually someone dropped the line. I am considering looking at another Insurance service provider.