Lack of timeous feedback

I moved my building insurance to Budget 3 years ago and have been paying my premiums every month all in the hope that if I needed to claim one day it would be a pleasant experience. My boundary wall came down 04 January 2020 from the winds and rain we had been having. Submit a claim, and had an assessor come out in good time to access the damage. My claim was rejected 10 January 2020 and was told I have 72 hours to submit written notification of why I feel the findings should be otherwise. I submitted my notice and received feedback from the disputes department saying they would provide feedback within 7 working days which would then be 23 January 2020. 23 January 2020 came and they requested a further 24 hours which I granted and now it is 27 January 2020 and I still have no feedback and my daily life and my neighbours daily lives have been affected as we need to know if this is going to be sorted out.

I must just say that I have received better treatment and claim payments for my dog insurance for which is half the premium.