Claim processing time of more than 3 months

I took travel insurance out through TravelStart when I booked flights to travel abroad. On the way back my bag was damaged by the airline, the wheels broke off in transit. I submitted the claim and all supporting documents on the 30th of May and received my claim reference number. Thereafter I sent follow up emails regularly, but could never get any information back. I phoned early August and was advised to resubmit my documents to Europe Assistance, which i did on the 2nd of August. I was then asked to submit bank statements for verification on the 4th of August, as the payment would be released once verification was complete. This was done and I have still not heard anything back and it is the 30th of August now.