4 months later and claim still not settled

After I lodged a claim to replace a trashed laptop and lost camera, the payout for the laptop was done so efficiently until it came to the camera - Claim was lodged on 20/02/2015. It is almost 4 months after the claim was lodged, and I am still awaiting the replacement camera. The contracted company that was supposed to replace the camera, NEVER contacted me, but I needed to contact Regent to acquire their details. After I had spoken to the company and asked that the excess be discounted or waived, I was informed that they will contact Regent to discuss this. To date I have not been contacted by either Regent or the contracted company. I also spoke to Claims today (01/06/2015) and was informed that they will sort this out, and astonishingly NEVER contacted me back as promised. Now this will be the LAST complaint to Regent as a direct complaint does not have ANY effect, I will take this to the Ombudsman.