1 month for approval on legal cover

My legal matter was logged with legalwise four months ago. Once the attorneys where assigned it took two months of back and forth with the attorneys themselves to get any forward motion. Once they had received all documentation, legal cover approval was sent to legalwise this was on the 20th of October 2017. Up until now one month later the approval for legal cover has not been issued, this despite having paid in full every month for the past 3years and having not claimed once. Legalwise once this matter is resolved i will be changing my legal service provider very poor service from you guys. To add to it all i pay for platinum cover.