Poor, poor service from Ultra Plus

It's been well over 5 years since all five of my pets have been on Ultra Pet. I worked in a pet store (Absolute Pets) and endorsed the brand myself to not only consumers but also relatives and friends. The insurance process however is so poor and dissatisfaction, almost willing consumers to choose another brand! I made a claim a month ago on the 15th of April and I am yet to receive a response of any kind, let alone an acknowledgement of receipt. Don't even let me get started on the number of times I have tried contacting this department... it's a ghost department.