No Claims Service

We had annual travel insurance with Saga. My experience is very similar to the one dated 22.02.15. My wife as taken ill in Australia and was taken to hospital by ambulance - she recovered after a few hours and was discharged as fully fit. The only cost incurred was for the ambulance for which we did not receive a bill until 6 months later. My wife called Saga and as told to send the bill in and they would deal with it. The bill went to the Cardiff Office and when no response had been received I called them and eventually we completed a claim form on 27.11.14; I called a week later and was told by an agent that it would be settled in about one week. The claim has now been transfered to the Plymouth Office. I have been calling this office every week or so for an update and every time just get given some very poor excuse or 'we will call you back' - they never do. It is now three months since the claim was submitted and still no settlement