GAME INSURANCE ARE *****

My grandfather signed for a hollard backed insurance from Game when he purchased a Laptop more than 12 months ago. Our house got burgled into and the ******* stole the laptop amongst other household items. As per insurance with a case number he submitted all particulars to the Game insurance for replacement of the laptop. They asked for an excess of 600 which he duly paid however it's almost been 3 months now. Still no replacement laptop or a cash payout. Whenever I call the call centre in his behalf since he is hard of hearing they keep on giving me the run around. I have heard all sorts of stories from not having credit to the payout being paid within 72 hours however NITHING has happened. We cant go to the banking ombudsman becos the claim hasn't been denied yet every month still without fail they still debit his account yet aren't holding their side of the agreement. All he wants is the cash payout so we can stop calling the call centre every week with bo assistance but mere lies.