Renasa has slipped a bit with not providing good client service and non communication

We have been with Renasa for years before we immigrated to UK so the logical thing was to be with them again when we returned, which we did and have been with them now the 4th year after returning. We have always been happy with them, although this is the second time our claim has been delayed due to some "paperwork" required of our broker. I need to ad that it was not communicated until our claim was just lying there for a few days. This entire "additional documents" required, has caused a delay once again. When we ask what's going on then we are told that Renasa is flooded with claims and we must be patient or I hear via a service provider/assessor that they are told we are difficult clients just because we are worried that things are dragging and that we would like to be kept in the loop. Today has been 2 weeks since we reported our loss to our broker, with no conclusion yet. Last Thursday I phoned myself to request an update and was told that they were waiting for a comparison quote. I do not know who is holding up the chain, but the client is the one that is suffering