Claims not being processed

I have been dealing with Hereford group for the past 3 months regarding a claim. What an absolute shocking experience. Not communication. No calls answered. No reply to emails. 2 claims sumbitted at exactly the same time, only 1 processed. Waiting on the other, its been a month. With no definate answer as to when this will be finalised. Passing the problem on seems to be the operation style. Avoid at all costs, its a NIGHTMARE !