Very bad service from Claims Handler

Unhappy with claims handler dealing with my claim. I reported burst pipe October 2014.Claims department sent out people to assess and it was too expensive to repair since I have high excess. The cupboard person allocated by bank did not come out in 8 months of promises. The damages were getting worse and a danger to my family wellbeing.I called my own plumber to fix the pipes and temporary cupboards so we could use the sink tap and shower. At all stages I have photos showing damages, repairs being done and reinstatement which I gave the insurance company. The claims handler is very slow to come back to me causing major frustration. I have done a lot of running around for contractors to fix the damages but settlement is dragging on for almost a year.Piping, tiles and wall restatement all done so why delay. I need closure urgently. Can some competent person please call me finalise once and for all. I don't want to deal with Ismail as he never gets back to me and likes to drag the claims and frustrate the customer. Anyone else will be better please. Really angry customer being treated very badly by the claims handler.