Unhappy client

I now have another claim with them. Last one took 6 months, now I am fighting again on a simple storm claim. Had to get my own SP. Don't inform clients of certain conditions no updates and always have to call from my side. Had a huge storm and tree and wall damaged, but must sit for almost a month where they say it won't be more than 10 days. Then want to limit amounts after saying fully covered. Really disappointed in fair treatment to their client. If not sorted I will go to ombudsman next week as they drag their feet.