Still waiting for claim outcome

I registered a claim on 15 September and was told I would get a response by 18 September, latest.<br> <br> I received no response (not even an email with a claim number) so eventually I phoned back on 28 September and was told I would receive a letter by the end of business that day.<br> <br> I am still waiting on and it is now 30 September.<br> <br> Why pay premiums if your claims are ignored?<br> <br> Frustrated.