Claim still outstanding after a month

On the 21st of November I lodged a travel claim with Europ Assistance for travel delay and missed connection that I had experienced while on holiday in Peru recently. Although the travel insurance was purchased through Old Mutual,Europ Assistance underwrite the policy and all claims are handled by them. I had provided all necessary documentation as requested by them along with the claim form.Well that is where it has ended, it has now been over a month with no resolution and after querying for a status update was told that the claim had been processed but no decision had been made. Is this a case of once your premiums are paid there is little concern for future customer service ? I hate to think what may have occurred if this were a medical claim,one could well be dead once a decision was made. Really, Europ Assistance get your act together and process your claims more efficiently and quickly, I do not believe that it takes so long to resolve when you have everything in front of you.