Ombudsman Timeframe

I have logged a complaint to ombudsman regarding my claim with Discovery Insure in July. Everytime i call with a response that they are still looking into the matter. I have already three case admininistrators assigned to this case with no outcome. They dont have a timeframe, which is a bit strange as these cases cant be ongoing. There should be a timeframe if Ombudsman keeps taking on new cases. The case administrators reply is the same all the time like programmed voice recordings. Can someone please give a definite response from Ombudsman, so that we know how to move along