Ombudsman Short term insurance slow turn around time

I filed a case with Ombudsman short term insurance in January 2019 with reference number K 18/19. Its now almost the end of the year and every time I call to follow up I am told the folder is with Ms Desree / Lora and she is reviewing it. She has been reviewing it since May. Every time I have spoken to Claudia she has informed me that Lora has been sent a reminder as she (Claudia) can see its an old case. I am becoming all the more unhappy that I am receiving such treatment from the ombudsman and would appreciate your help / attention on this case.