Slow claim process

I have tried to claim for an new stove, claim number received, sent all the documents as required, but there is no communications, I need to phone to find out what is going on, how long it will take, I have not even spoken to the person assigned to my case. Phoned yesterday to find out what's going on, the person said they will let the person assigned to my case know to provide me with information, still waiting....... The claims process is slow and that makes me worried as my car is also insured with OMI.