I think our travel insurance company is trying to scam us.

Hello, back in the summer we made a claim with our insurance company due to a medical issue my partner experienced abroad. We were given all clear to fly, but had to book accommodation on arrival back to the UK as not fit to drive so decided to make a claim for this.

Long story short they reached a decision, and supposedly sent me an email stating I was entitled to money back - I did not receive this email, and was not sent the correct amount.

When I made them aware they’d taken the incorrect excess fee, they admitted they’d made a mistake and said they’d respond in 7 days with an update. 2 weeks later they finally responded, but instead of forwarding the email or sending the remaining balance - they continued to ask questions I have already answered both in writing and via phone call.

I believe they’ve tried to pull a fast one hoping I wouldn’t notice, but I feel harassed by them constantly asking the same questions and not responding in said timeframes. Would we be entitled to any extra for the inconvenience? I am considering taking it to the ombudsman.

Any help would be very appreciated, Thanks.