Bad Service

I am so disappointed by the service I have received Dial Direct . On the 1st of December I logged a claim and since then I have been doing a back and forth with the claims team. Charity who was in charge of my claim was not keeping me informed as to what is happening with our claim. My partner has been the one who has been taking time of her work day to call and do follow ups and every time they say we will receive a call from someone by the end of the day . Finally the manager Sam Bergstedt called . She then spoke to my partner and explained that they will finalise the claim. My partner and I called them again today after we received an email from Sam this morning. When we called in we were informed that Sam is not in and we spoke to Kurt, who I believe is also a Team leader. He was so rude and actually dropped the phone on us as we needed clarity about what is happening. Every month we never fail to pay our debit order for our insurance but when its time to claimy the clients must be the ones running after them. It is so sad that my family and I will have to go into a new year with a house that is in such a state but clearly they don’t care. When you work with people and you are in a client service industry its very important to have empathy and assist them as you would have wanted to be dealt with if you were in that person’s shoes. I am so disappointed by the Team Leaders of Dial Direct . Now wre have to wait for Monday when Sam is back at work , this is over a month , is that the standard turn around time for a claim Dial Direct ?