Bad service and no feedback given

I currently have a policy with The Unlimited on which you can claim for any injuries or motor vehicle accidents.

At the moment I'm not happy with their service, I submitted a claim on the 2019/12/19. On the 2019/12/24 I received a sms to state that the claim has been assessed and send through to the Auditors. The claim will be finalized within the next 7 workings days.

Phoned them on Monday 2020/01/02 requesting feedback. No feedback received. The agent said due to the public holiday and shortage of staff members it will take bit longer. Been phoning every day, with no avail.

Just phoned again 2020/01/10 13:40 spoke to the Auditors manager, promise that someone will phone me back before 17:00

I think its very bad service. I wanted to advertise this to my friends and family but second guessing if I have to.

Paying for something which cannot be used.