Not paying claims

No service! Claim logged in April 2019. Broker sent Documents to Sirago. I received sms with claim reference number. A SEVEN MONTHS later still had not heard back from Sirago. I AM STILL WAITING FOR A RESPONSE. So my question, as the client, is.... why do I need to constantly follow up, why is Sirago not contacting me as a Valued Client paying a monthly fee for cover and proper service I ask?

Like I said I'm still waiting, it is my first claim and so minuscule. If anyone chooses Sirago be prepared to wait a y long time if they even ever PAY OUT. At this stage I must pay the accounts for which I claimed for. This is the worst cap cover ever.