1 month lag in finalising claim submitted

I submitted a claim for my broken laptop on the 20 October 2015 and am still waiting on feedback regarding the claim (no.: SHS***). This is not fair as I pay my monthly premiums regularly and specified the laptop as I cannot be without one for work purposes. However, it has been almost a month since registering the claim. I cannot see how this is acceptable service to clients. I wish I had time to gather quotes and move to another insurance company, because this is the same modus operandi for each claim? I have to phone and e-mail and complain before there is any movement/ progress. Need to find new short-term insurance!!!