Abacus insurance claim

I have an insurance claim pending with them from November 2020 ,until today the claim still hasn't been sorted out .I have been going up and down to bradlows for the past 3 months and they keep telling me the same thing .my item that I bought from them was awaiting was approved and just awaiting payment from december .now we are at the end of February and when I call abacus to find out what's going on with my claim the consults give me a different excuse or thing every single time .the last time the consultant said that there is nothing they can do but escalate it to the supervisor.if I didnt contact them on the 22nd of this month they would of never contacted bradlows and got what missing documents they needed .I have called them again today and asked how far they are with my claim and they keep saying they will call me back with feed back .but no1 calls .I must keep running to the store to contact them or I must keep phoning them myself .this is becoming to much .I am still paying for the item that they were supposed to pay off every month but I dont even have it with me