No proper feedback given

My washing machine burnt down on the 1St of August 2017.. I immediately went to claim for insurance.... Up until today, almost 3 months there has been no inspector to come and view the damage. Bradlows staff fails to keep me updated instead I have to keep going in there myself to hear lie after lie. Im still being debited for goods I do not have and that is unfair. They do not even take complaints on a serious light