No payout from insurance claim

I took insurance through Pickfords and that was a big mistake. I had a grand piano that was damaged and the claims process has been extremely slow. It has been 2 months since we filed the claim and i still do not have my payout.

They outsource their insurance to another company called overseasam and they said they would pay me in 5-10 working days. This was on the 26 March. Today is the 13 April so already it is well over 10 working days. What is worse however is that they have stopped communicating with me and now im worried im not going to get paid anything at all.

When i email them they simply ignore me.