Poor Claims Service

Submitted a claim on the 06/11/2023, was advised turn around time for assessing is 15-20 days, on day 20 it was referred to underwriting, up to today no feedback not even an email to say it is was referred to underwriters, I had to call in and every time I call they say call back tomorrow, Yesterday I was told it has been escalated today they say another 10- 20 days, this is unacceptable they should have kept us updated and advised there is a new turn around time. The client is in a panic and I have to give him a different story every day.