Delayed response

I have had a bad and seriously delayed process with this Insurer. I had my accident in April 2015 and an investigation was carried out which took about 3 months and after it was completed the Insurer(New National) came back to me with a claim offer with clauses that had never been communicated to me or stated in my contract with the insurer. I was not pleased about this and disputed the matter with the Ombudsman by the beginning of August and until now which is a month later no response regarding the matter has been communicated back to the Ombudsman with regards to this, the Ombudsman has told me they have sent a reminder in this regard and still this matter has not been settled. The kind of service I received is terrible and deliberately so. This is unacceptable. The whole claim process has taken over 4 months and still counting.