Useless travel insurance & travel agent

We cancelled a holiday that we had booked with Thompson Travel (I wouldn’t recommend them either) in April due to medical reasons. We submitted our claim in May & today we still haven’t been paid. They make a habit of asking for the same information 2 or 3 times over and this is over & above the documents they outline on their process. Thompson’s travel haven’t assisted even though this is their service provider. When you call TIC they are just as confused about the process. Why am I pulling my hair for something so simple