Standard home insurance completely sucks!

I have to complain again.. it's been almost a year and I've not received my insurance claim - which has been signed and sealed and returned to the bank with my bank account details. It's absolutely shocking that no one is manning the relevant inboxes - so you have no way of communicating. I have paid for builders to come in and sort the flooded areas of my property - it's got to a stage where I can't even pay my mortgage and my credit rating is being affected - by the same damn organisation!! How is this even possible? I'm a single mother, looking after my brother and mother. And I'm an NGO.