Storm repairs

After the storm, I had damaged on my roof , and near half of my roof has been damaged. I called in to claim and make my insurance aware. The consultant subsequently said that they have captured my claim (Case no: 627437) and promised me that i will get a call from the inspectors first thing Tuesday morning. Nobody called i then followed up and taken from pillar to post. I finally got hold of another consultant who confirmed that the case number was incorrect and that the claim no: 17/075847 and my case is by the procedure department. Nobody called me the whole day or nothing was done., WHY?