Neglected case

I took an insurance with FNB, law on call. I had 2 claims one I was advised it was a preexisting existing and given an hour with Law firm to sit down and discuss way forward, the other one was for FNB Law on call to represent me. They did not and they concluded the two matters as one and closed the case. I could not afford my premiums and my insurance was cut. I later called them and had to fight my way for them to understand the difference between the 2 claims. Long story short. I wanted conpansation and they acknowledged that they did neglect my case, however they can give me goodwill as I have missed my premiums. I went to complain on ombudsman, I was told my case will be attendance as soon as they have had the respond from my insurer. Received an email from ombudsman on the last day of July to say that the insurer has responded and that they will be in touch if it is urgent. I am writing this since then no respond from the ombudsman since the 31st of July 2023.