Extermely poor service- Building insurance Department

Homeloan house insurance. Terrible department to work with. Takes ages to get to speak to consultant and then put on hold while they chase down info. Used up all my airtime long before end of month. 2 weeks later still not authorised wall repair from tree that fell on it during huge storm. Have had not electric fence for 2 weeks despite nagging them. Feel like getting nowhere, and not possible to speak to supervisor- they just not interested