Disgusting service

So I have logged a claim back on the 19 December and to date no one has come back to me despite emails being sent nothing not even a phone call I wonder if the management team knows this is damaging to their brand the whole claims process is very lack luster very slow motion very non chalant so it seems that it's ok to debit people's hard earned cash but the claim process is as if I don't exist wondering if it's even logged on their system or even if they know about the claim is this the length a standard bank home insurance customer should go through for a claim do you want me to jump through hoops or maybe stand on my head to get my claim sorted or should I climb table mountain pathetic