unpaid RCS insurance claim

Good day on the 6 april 2020 I submitted my loss of income claims form to the rcs claims department, got a respond from them on the 11 april that my application has been received and was with the assessor and they will let me know if they needed anything, on the 17 april they sent an sms saying ( RCS received your claim. a consultant will contact you should further documentation be needed. on the 23 april they sent another email from *** saying ( we have acknowledge receipt of your correspondence dated 17/04/2020. on the 30 may I sent a follow up message to them for feedback to be given. during that time their customer care line is always busy and you hold for more than 20 minutes without being assisted. I have been informing most of their staff members that call me every other week to remind me about payment due and they also could not assist me in getting this claim processed. I have been paying my insurance properly but Now this feels like they do not want to stick to their end of the deal, My claim was in april and we are now in september and still no call from them but very quick to call and request remind you about payment due. I Have seek legal advice. reference numbers for one of the the consultant that I spoke to (***2 )