Worst service ever

I am still waiting for assistance with my claim number **********29/1. Each time I call I get a different person who requests documents which I have sent since submitting the claim on their specified email address. I have been sending the same documents to about 6 people now but for some reason it looks like there is no communication between them. They promise to give me an update in 48 hours, it's been more than a month now, no call, no update and no service whatsoever. I have even requested a particular person I speak to giveme their email address so that I can send to them directly. I have even given them the contact details of the dealer where I got a quote for the repairs so that they can request the documents directly. Nothing has helped and I have not been assisted. They don't call to give me an update, I have to call every time and when I still call I am not assisted, they keep on asking for documents that I have been sending. On their reply above they said they have escalated the matter but that's not the case,I have not been contacted,I am theone havingto contact them each time. I don't know what to do anymore honestly. I am very frustrated. This is the worst service I have ever received. They don't about me as their client but they expect me to pay premiums for a servicei am not receivin. I am definitely going to escalate to the Ombudsman. If you are looking for warranty, please don't take it with them, you will be stranded like me. I can use my car and it's for business, now my business is on hold because of this.