Ambledown, sitting on their hands

Ambledown has been sitting on my claim for a month now, claiming that they had not received all the documentation they'd initially requested, while they'd actually received every bit of documentation from me right from the beginning which was confirmed by one of their helpdesk consultants over a telephone call this week. Clearly, from all the internet complaints about Ambledown, they're a horrid service provider. What was frightening for me is that they were rated No. 5 or 6 from the list of medical gap cover providers in the country in an independent survey I read a few weeks ago. How bad must those below them be then? I'm going to search for that article again and apply for gap cover from those providers who were rated 1 and 2 right away.