Terrible service

I logged my claim 31 March 2025, and they responded with a turnaround time of 4-6 weeks, and 6-8 weeks. I have had to follow up with them to get feedback on their progress of my claim. They only responded once and never again. I have followed up another 3 time via mail but have not received payment nor any response from them. We’re in week 9 now and still nothing