Bad service/No Service - Claim from OCTOBER still outstanding

Refer Claim 17/080895 and Clearance Authority Number (C/No) is: H ********** 000. I have written to Hellopeter about your lack of service on this claim on TWO different occasions and hoping this is lucky number 3. Yesterday (28 Dec) we phoned your Claim department ( ********** 444) and wanted an update regarding this claim. We were told it will be authorised by the supervisor by end of the day latest. So we phoned again today (kindly note held on for 18 minutes...) and requested an update. NOW we get told that apparently it can't be signed off as there aren't enough photos. So while holding on, the consultant phoned the company that initially took the photos only to find out they are closed till end of January and can't now do anything till then. This is not our problem. You guys need to send out a representative or make plans with another company. This is unacceptable. AGAIN, if we didn't follow up today we'd still wait and wait and won't know what is going on. This is bordering on 3 months and a joke of customer service. Never claimed and this is how we get treated???