Not really an update as nothing much has changed.
Emailed insurers - they said the complaint/decision is with the Loss adjusters and they forwarded the email to them.
So I pay premiums with the Insurer, have a contract with them and they don't have a say on our claim ?
1 week later got a letter from them stating the standard 8 week time limit to investigate the claim.
I know they will most likely wait till the last week and their decision will still be the same, so know that I will probably end up going to the Ombudsman and not backing down. They can make the decision and if they dont agree with me then that's fair enough.
As the claim was passed and they had initially made a cash settlement offer, we have started the repairs anyway as there was no way we could wait on them making the decision on the flooring.