Unpaid claims and no correspondence/feedback

I have been a client of Ambledown since 2012/13 and this year was the first time that I have used my GAP cover that I have with them. I went in for a minor operation in October and there was a short fall, I submitted two separate claims for reimbur*****t. The first concern that I had was an automated response saying that there is a delay on processing due to COVID and staff working remotely. We are all working in this situation and it has been close to two years of this now, it concerns me that a business is not setup and established to run effectively after two years.

My first claim was for the anaesthetist and I received the confirmation and was paid out in the agreed time frame. My second claim was for the surgeon and I received the confirmation email but all other correspondence has since stopped from Abledown.

I have sent emails on the 16th, 17th and 25th of November and again on the 1st of November. I have not received any feedback or replies from any employees of Ambledown.

Unfortunately the next steps will be opening a case with the Ombudsman.