Medical Insurance claim still not honoured after 6 months...

My husband and I have taken out international medical insurance with Genric (BUPHE) for the past 2 years. Our first year proceeded without incidence, but following a medical emergency my husband experience while in the USA in March 2020, this insurance company have still not honoured our claim, now more than 6 month since the incidence. Despite our following protocol as laid out in their information leaflets, the service we have received from them has been appalling. We have found them to be dishonest and our interaction with their legal department has been substandard, to say the least. We are now taking the matter to the Ombudsman and industry regulators in the hope that we will have our claim resolved.