wrong contractor allocated and take their time

I logged the claim this morning and service was quite quick to allocate a contractor to come and investigate the matter on our main electrical supply cable to the house. then the contractor told me after I have phoned them about 2 hours later that they do not cover our area. when I phone standard bank insurance a hour later no contractor have been reassigned yet. 2 hours later and still they cant tell me who is going to help me. we are now at 13:24 and still we do not know where the problem is , when it is going to be fixed if they fix it. and in the meanwhile I must pay for a Generator and fuel and insurance so my children can have hot water and our food in the freezer stays OK and I can do my admin work. <br> <br> Claim Number:16/013239<br> <br> I see this as very sluggish and poor service.