Worst Service ever to honour claim

After lodging a claim when my household items were damaged by burst water pipes, going through the entire process, signing the AOL, confirming banking details, I am STILL to receive payment. A week later! When my broker enquires they say that payments can take 7 - 10 working days - HAVE YOU EVER?! Is that quality customer service? I KNOW how this works - I was a legal advisor in the industry for years. Will definitely be taking this further! Easily the most shocking service I have come across in my life.