No response twice - losing hope with their service

Hello Ooba home insurance! I pay you every month and honour my side of our agreement. But I am waiting for you to honour your side of the agreement by responding to my claim. First you did not respond to my claim via your online form. After phoning and being transferred I got a claim number. I have waited a month for a response. Nothing. I called today and was promised a call before 5pm. I’m still waiting. I’m going to challenge you on my contract, as you don’t seem to want to help me.