Ineffective customer service

Total waste of time. Seems like you're going around in a circle when they are supposed to be the ones helping to come to a solution. Our case, in which a formal recommendation had been drafted against our insurer and instructed them to settle us in full, had been discussed at their escalation committee on the 6th of June and it's impossible to get any useful information from them. Every time we ask for feedback we are told they are busy and will give feedback when they are in a position to do so. It's about 9 months our case is with them and there's no solution and clear communication. The below extract is directly from the Ombudsman website, "We provide the insuring public and the short term industry with a free, efficient and fair dispute resolution mechanism through an alternative dispute resolution process, applying the law and principles of fairness and equity." the words efficient and fairness are used here. In our case there's no efficiency or fairness because they are not doing anything against my insurer who has wasted alot of our time in this case. Our insurer never rep**** within stipulated times frames and also never provided enough proof for their decision but yet again they are given more time to delay.