Auto & General is completely useless. STAY FAR FAR AWAY.

I contacted Auto and General last year about 2 issues at my premises. Both of which were rejected. The second which is the more serious includes a collapsing driveway. I told the person on the phone that I suspected that it may be caused by a leaking pipe but I didn't know for sure. They then sent a plumber. When he arrived I explained to him what I had said to the person on the phone. The plumber then concluded, without inspecting, that it was in fact water damage. He didn't lift the paving or do any sort of proper inspection. He literally wrote down my theory - I know nothing about plumbing or building. After receiving the notice of rejection from Auto & General, I refuted their claim that it was water damage due to no proper inspection being done. I received a mail saying "This matter is with the dispute department who will review the claim and will give you feedback." That was over a month ago and I haven't heard a thing from them. Meanwhile my paving has collapsed in my driveway, and there is further sinking of paving at the other side of the house. How long do I have to wait for someone to get in touch with me? I feel that the situation has become dangerous for my family and I have no choice but to have the repair taken care of myself and take legal action to get the money back.