Worse customers' service ever

Referance nr. ***/8. I have put in claim in November 2018 for my wife's wedding ring that got lost. I have sent everything they wanted and no reply. I have been calling ongoing but no success. I am furious about this and yesterday I sent them a valuaton certificate for the ring I got my wife because she cant be without a ring for so long. Now they want me to wait another seven days before they will give feedback.