Company cancel policy over relationship

Had accident on24/08 , submitted the 3rd party claim by the 5/09 it is 12/10 and they have heard nothing , but when you look at there other cases you can understand that the service is so brilliant , that they can even cancel the policy due to the breakdown of relationship , is it not the company supposed to build a relationship in other words it the client that must build a relationship , i have the letter of reference if people dont believe it . I am shocked at this service from abig company , all the staff say i am sorry