Horrible claims service

I lodged a claim for a damaged TV on 7 December, I was told I will be contacted within 48hrs for feedback on my claim. Till today I have not received feedback (12 days later), I tried calling to follow up and my claim has been u touched since I logged it. If your house burns then you're definitely on your own, what is the point of insurance if you can't even get smaller claims processed. I'm livid and disappointed, stay away from this company