Buget claim gone wrong

I have been with buget insurance for a few years and had no complaints. Now this year I have taken out a accidental insurance with them and everything they promised when the policy was sold to Me sounded good but now when I claim they have long stories and it is now 2 weeks 2 days and still no claim has been finalized. This is frustrating as I was promised a immediate pay out once I notify them of the incident. I I have the call with all the promises as to for what when and how they pay out and what they say now and what they said then is very different.