Telesure Auto Top Cover

I have a auto top up cover in place and I activated a claim on it in June. Can you believe that even now the claim has not been finalized. I have been trying to follow up with them but I can't get answers. I'm being sent to different consultants every time I call to get feedback and the consultant has been allocated for my claim is nowhere to be found. They don't even reply to emails. I have never seen anything like this.