Exttemely bad service

My claim was submitted on 11th Dec. Pur security system damaged by lightning . I have phoned almost daily. I have written numerous letters. I contacted the complaints division on Tuesday 7th and was promised a call back that day by yhe person handling my claim. Thursday and no call. All the documents asked for have been submitted I don't know what to do now except go th the ombudsman So quick to take premiums and so tardy when carrying out the promises. 😡