Almost a month and claim still not done

Registered a claim on the 8th of December 2017. After numerous calls and emails I was told my claim has been approved and they will send me a NCR letter I must sign. Till today still nothing and numerous emails once again sent no replies. I understand it is festive season, but surely this is taking to long to process. Don't even have the forms to sign, so I know if that comes thru i will have to wait another 2 years to get my claim sorted out. Really bad service and I am not used to it from Hollard.