I have been a customer paying for income protection since 2024 - never missed a payment

I have been a customer paying for income protection since 2024 - never missed a payment. I app**** for a claim for an operation in January 2026. I have been getting the run around and being told that my claim is with the claims consultant as well as the medical team for review for the past weeks. There’s no communication as to whether the claim was successful or not. I am very displeased with the service given that an answer is supposed to be provided within 10 working days.