Poor communication from the Ombudsman

After receiving a very poor outcome in our household contents claim we had expected to get assistance from the Ombudsman. We had requested for assistance in August 2023 filled by evidence and email trails. Since than all we get told by the Ombudsman is that our case is under review and awaiting response from the insurance company. Bare in mind the ombudsman had given us 14 days to respond and we are now waiting months from the Ombudsman. We keep getting told by the ombudsman that we need to e patient. I just want this case to reach an outcome.