Claim Process at a snails pace!!! Utter Nonsense!!

On the 13'th of this month I put in a claim for a broken counter hob. All the relevant documentation was e-mailed to them, got no response/feedback from them. Then I did the online claim, still got no response/feedback on the process of the claim. I phoned them on the 19'th and spoke to the consultant, who advised me that the claim was being processed, that all the documentation I sent was in order and that they will send my documentation to complete to finalize claim payout. I yet, I have received no feedback once again. In the meantime we are forced to make food without a stove. It is completely unacceptable to receive no feedback from them and the claim process takes way too long, especially if it is something that is a necessity. This is also not the first time I'm having problems with their slow turn around time and lack of feedback. Complete nonsense!!!