Very bad service given and no concern to client

We had storm damage on the 29th December 2017. I have reported the damage on the 02 jan 2018 and had no calls from the bank..everytime I call them I am on hold for 30minutes only to be told the contractor will call you....this has now happened twice already and there is never a call back...I am frustrated as they are always on time with taking my debit order but there service is putrid...I keep getting told we have many claims... that is not my problem...I have insurance and need my damages to be fixed...I don't need excuses just want my money's worth...Thank you Firoza