HORRIBLE INSURANCE

HORRIBLE INSURANCE; I have never experienced a bank that is happy to debit my money but has taken over 3 months to process my claim. I have send a claim and the only thing that they need to ask for is my DNA results .It feels like they are now saying that i brought this onto myself what a shame on top of it they are still debiting my account even thou i am waiting for my claim to be processed.As a result i am moving banks