insurance claim not settled

I have sent thorough a claim on the 17/02/2020 and as of today which is 25/03/2020 I have not received any joy or feedback regarding my claim. I have spoken to numerous consultants . I asked many times to be put thorough a manager and always get the excuse they unavailable . I am quiet frustrated and will take this further if I do not get any feedback . On the 18/03/2020 I spoke to Tylan and he said its is with the accessor ,I will have feedback latest 19/03/2020/. I spoke to another consultant yesterday the 24/03/2020 and he said manager is currently busy but will call back tomorrow . Still nothing . spoke to a manager Prince but I did not get any feedback . He did try to help and said sitting with accessor . So how does Kaelo treat their clients . it is absolutely disgusting to see companies ripping people off . Take our monies but have all the excuses in the book not to pay our claims. I will definitely take this further if I don not get a response and feedback . all I want is for my claim to be paid as I currently do not have funds for my 12 year old son to go to the doctors