Poor Service and lies

I feel I must complain, I have been with you for almost 2 years now and I have lodged my claims and normally I get feedback as per your email below after 5 working days. This is the first time it has taken more that 10 working days to get feedback on a claim. If your app has different rules you should mention it. I just heard from the consultant that it is 30 working days to resolve a claim then there are issue. I am not happy with this service. As the email recieved said 5 days