Poor service ombudsman

I lodged my case with Ombudsman 8 weeks ago till date no progress when you send email to follow up on your case they will tell you they waiting for company to respond This company supposed to protect consumers from being exploted by insurance companies this is not far to use as consumers to rely on them when they can't assist The other time I was told person dealing with my case on leave IAM not sure if it's there to protect consumers or look after companies