Bad experience with insurer

I am insured with Hollard. I submitted a claim on 17 October 2024 for my washing machine that broke. I submitted all the necessary documents and information relating to this claim on the same day. By 21 October 2024 I had no communication from Hollard regarding my claim. I had to contact my broker to try and get an update on the status of my claim. On 24 October 2024 my broker informed me that they needed proof that I had a surge protector. I submitted the required proof the same day and up to date I have not heard anything from Hollard or my broker. It is frustration as I am unable to do washing for 2 weeks now. For all the years that I have been insured with them this is the second claim that I had registered with them. As a long time client of theirs I expected much better service. If this matter is not resolved urgently I will definitely change my insurer.