Just not acceptable!

I have started a claim on my house insurance with Dial Direct on the 4th of January and it is still not resolved! I have a water leak in all my pipes and it would need a reline, they have sent out twice a leak detection company they both came to the same conclusion. The insurance accessor also agreed that a reline would be necessary. They dont answer calls or don't even answer emails! I have been with them for many years - always paid premiums in time! Very disappointing!