No response - poor customer service

My husband paid for additional travel insurance through TIC prior to going on holiday. I'm glad he did, as our flight was cancelled and postponed, causing us unnecessary stress. I submitted a claim on 12 July 2024 and TIC acknowledged, stating "We soul like to assure you of our best service and attention at all times" and "Our assessors will respond in due course. After getting no response, I requested progress via email on 25 July and receive the same reply. I would not recommend TIC -Travel Insurance Consultants. My husband should have read the reviews before paying them for a service we are not receiving.