Europ assistance does not assist for travel insurance

I have made a claim when I went away for me and my father this was in April. They still haven’t paid my full claim stating I only claimed for 1 person when my entire communication with them has been for me and my father which I took insurance out for both of us include my sister and mother. Their communication is pathetic. They don’t reply to you messages and solve your issues and just straight out ignore you. Do not use them they have no urgency when dealing with your claims and I struggled getting assistance when my father got sick during the trip