terrible or rather no service

I've been busy with a claim for my roof repair since 07 March 2022. I've needed to follow up numerous times even after the call center consultants says they will call me back. It has gotten to the point where I just want the cash payout and have it fixed myself and change insurance thereafter. I have even had a consultant ask me to hold the line and then they drop the call. Winter is here and who knows what other damage is being caused by the lack of help and support my insurance. Each time I call I wait in line for no longer than 20mins. Its time, money, and effort being wasted on a service i faithfully pay every month.