Shoddy Service from the Legal Department

The service or non-service I have received from Outsurance's legal department is nothing less of ****ty. I sent an email to ********** on 02/05/2018 and to date I have not received a response. Their auto-response from my initial email says someone will contact me regarding my matter and to date I have not been contacted. I called in to follow up on the issue and the first person I spoke to said I should have been told that the onus is on me to follow up, this is not stated on their auto-response email. I have then subsequently spoken to 2 other people who have not been able to assist. I was asked to leave a message for the person working on my claim- the irony!!! This is the same individual that has not been in contact with me. I must now sit and wait patiently for non responses whilst I am being served with legal papers even though I make regular payments to my insurer for "comprehensive" cover.