I suggest that you stop telephoning them otherwise you are likely to be still telephoning them in another 2 weeks.
Commit everything to writing and you might want to send it by recorded delivery.
Head the letter “formal complaint”.
Give details of the circumstances and tell them that you expect a cheque in respect of the amount, within the next 10 days. Say that after that, you reserve the right to either issues Small Claims Court proceedings against them ought to refer the matter to the Financial Ombudsman Service.
If they don’t reply or send you the money, you can then refer the matter to the Financial Ombudsman Service as a formal complaint not until eight weeks have elapsed. FOS will not deal with complaints until such time as the insurer has had a reasonable amount of time to reply and that reasonable amount of time is deemed by them to be 8 weeks.
There is actually no need to take this to the Small Claims Court because the Ombudsman will tell the insurer to deal with it. I would be very surprised if the formal complaint letter did not do the trick anyway.
Can I clarify anything for you?
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We can still exchange emails. Best wishes. FES.