Takes more than 10 months to work on a claim

Waiting for a claim to be sorted is taking now 10 months and going strong. Have logged 2 complaints where, every time they put a new person to my case. After a lot of e-mails, phone calls and promises someone phoned me saying that my claim was approved in middle October, they will phone the Friday and give all details. After 2 weeks of waiting and mails, finally a respond just to find out that they still working on the case? What? Then being told to have patience. How much patience should one have? <br> <br> Finally by the third person taking over my claim, they asked what the claim is for? And only then they wanted all the paperwork.<br> This only happened January 2016. Still now I am struggling to get anything done with e-mails and phone calls that are almost never responded to.<br> <br> And still they are in business? How could this be possible?