Worst Service ever

We had a tree fell on our two bedroom log cabin on Tuesday night 12/12/2017 and reported it to the insurance the same evening. we called about 10 times on Wednesday to find out if the can assist with a tree feller to remove the tree from the house, they never got back to us. I was eventually infrmed that the person handling my claim is Elaine Maimane and I did ask her email address, to forward pictures of the tree on the house. I was informed that I must get my own tree feller and send them the invoice. We had the tree removed and asked who will come and assess the damages, I was given a number to call, the just told me they are to busy, I must call the insurance and ask them for someone else. Still I never got any calls from my insurance or Elaine. I called again, each call takes about 45 minutes. They did appoint someone else and the came out on Thursday, just to let me know, they cannot do anything as they are not specialist in log cabins. I went and got quotes for repaires and send it to STB. Still not one call or e-mail from them, and we sit with an open roof over the bedroom. I phoned again on Friday s 15.12.2017. The switchboard told me no-one can help me as they closed at 12.00 for a function. What must we do?????????? they don't follow up, they don't call back, they don't respond to e-mails, and we are getting more damages with rain storms almost every night, and our insurance don't give a damn