Worst Service Ever! Still waiting after paying excess

Worse service ever! They are quick to deduct money in your account but give you worst service when you claim. I claimed in July and claim was approved but lapsed coz I didn't have excess money. They told me they will reopen my claim once I pay excess. I paid excess then they wanted affiday, I'd copy and bank details which zip already sent before. I sent again. I even sent proof of payment now I'm the only one sending them emails for more than a week now they are not responding. Now it's the 11th September no response on a July claim.