Slow claims service

I have experienced poor service from Dialdirect. It has been a month and I have not heard back from them regarding my claim. They asked for a statement, which I sent. When I emailed the agent I got an out of office reply. This means that when their staff is on leave the claims they are busy with have to wait? This is highly unprofessional service and gives me the impression that I cannot trust Dialdirect to take care of my possessions.