Pathetic claims service.

I've hail damage on my wife's car and trying to submit a claim. Claim submitted and then that was it. Every time I have to initiate communication to ask what is happening. They do not follow up. They are very effective in doing online quotes and deducting your monthly premiums via credit cards. I used to promote them everywhere where I went but boy was I wrong. At this rate it seems I have to get the Ombudsman involved.