Unacceptable - 24 days and counting

On the 4th of January I got home from holiday and noticed the guest bathroom's window was broken and logged a claim. The 13th of January an assessor came to inspect the window. My wife was told Naked would contact her no later than Wednesday the 18th of January. On the 20th of January I phoned to enquire progress on this claim; I was told I'll have feedback by the 25th of January; will no news. This is unacceptable. I am concerned about this situation. We've got a broken window in a broken frame at anytime the window shards can continue to fall out and someone can get seriously injured. This is my first claim after several years with Naked. One unfortunately only find out how good\bad an insurance company is once you've claimed. I'll reach out to the ombudsman today.