Poor communication

So we have had better sure building insurance for a while and never claimed once. First time we have claimed from them it's been now over a week and not received any form of communication from them no updates no check-ins. We have been calling every day and every day is a different answer.

We get told that they would get back to us. No communication.

The situation is serious and we need an answer on the way forward.

I guess you only see the true worth of an insurance once you claim which is worthless