TV Claim

I am having no joy with Dotsure insurance, I've been with Hollard and now its joint with dotsure. I have my household insured by them. My claim at the moment is being handled by Crystal Bruiners. I started with this claim mid September and to date I've had no progress. I've had to send images, photographs and a damage report to them which I did, they asked me for the receipt for a 13yr old TV which I don't have. My previous TV was ****** 13yrs ago and the insurance replaced it with this one. I have never claimed before this TV was ******, this is only the second time I am putting in a claim. I have been with this insurance since 2014 and never missed an installment. Plenty emails sent but no replies. Called Crystal and only to be told I am in the waiting log. some excuse... I had my daughter send emails on my behalf as I've had problems with my PC. Is it normal to wait this long for insurance to act on a claim? Is there something you can do to help me please?

Kind regards Patsy Brandreth