Client service and claim complaint

I have submitted a claim for my pets in the 15th January 2026.

I was notified it was approved and paid. To date i have not received a credit.

On querying i was told there was an error in the system and that the consultant will query the IT department and revert to me.

To date I have had to do my own follow ups and still do not have a resolution and am told that it is not in the hands if the claims department now.

There is no one I can refer to and no one comes back to me.

I am shocked at the level of service and regard for client service that is advocated in their ad campaigns.

Hopefully someone senior will contact me now to sort the matter out