No feedback on claim

Bought a house last year November and took building protector insurance with Ooba insure (Their bond originating service was great). Paid my monthly fees and so on and then we discovered our pool filter was not functioning correctly. Unsure if it is covered or not I phoned Ooba insure (Brolink), they sent a pool company to have a look on the 1st of September 2023. I have phoned and followed up now about four times and all I get told is they are waiting for feedback. Started of so good but they are absolutely horrible with follow ups. Can just imagine if it was an emergency how the consumer would struggle.