Gallagher Bassett Services review: Holiday insurance claim

On 8 August i broke my femur and hip in 3 places. I was admitted to hospital and underwent major surgery. I was due to go on holiday to Zante on September 1st so this had to be cancelled. My husband and I were fully insured with Insure and Go which it turns out was actually with Gallagher Bassett. My daughter contacted them on August 10th to begin the claims process. We completed all of the requested forms, including a signed certificate from my surgeon and submitted them the same week. After a long period of silence they requested further information including proof of when the holiday was booked; proof of cost; proof of cancellation date and how much was re-imbursed by the holiday company; and another medical certificate completed and signed by my GP. This was all submitted by return (even though some of it was duplicating what had already been sent). More weeks passed until I was contacted by phone to request more information. This time they wanted bank or credit card statements showing that the holiday had been paid for from our own funds. Once again we supplied this the same day. On 7th October they replied to say it had been passed for final checks before the payment would be released. I chased it again on 20th October and was told the payment was being approved and I would receive confirmation shortly. I contacted them again on the 23rd and was told they were awaiting a response from the underwriters and that it was 'beyond their control' to resolve this more quickly. It is now 26th October and I have heard nothing further. This absolutely appalling service.