They are still processing a simple claim 5 months later

I called the company the day after we were travelling Canada and we had all of our ski and snowboard gear and our savings for the end of the season stolen and we were told they would send me information through email on how to claim for this and I had to ring up a second time to receive the actual form to fill out and find out what we needed to send through to them. We were told we needed to send proof of purchase for the items and the form but were not specific that this all had to be in hard-copy so we originally scanned all of this and sent it online but after a week found out that we had to send it by mail. After doing this we called up to find out how long the claim would take to process once they received this form and all of the receipts for the gear and we were told it would be completely processed within 5 working days of being received. What a load of bull that was since it is now 5 months later and the claim is still being processed. This has completely ruined our season since I had to end my employment as a ski instructor early due to not having any equipment and could not enjoy the last month of free skiing because we could not afford to buy all new gear. My boyfriend also had to end his employment early since he was working on the mountain aswell and we were both living off those wages and could not afford to buy all new equipment. Since the end of April when we sent the claim through they have asked for more information from us 3 times, the first time was a month after we originally sent through the claim. We had to cut our holiday short since we could not afford to stay there as long as we had planned without the money we had saved and since we had to stop working early. We have also now returned to Australia and were unable to enjoy the ski season here even since we haven't received any compensation yet and again could not afford to buy all new gear especially here in Australia where everything snow related is much more expensive. So many times we have contacted them and not received any reply and I actually called them once and was told that they were supposed to call me for more information but it no one was on top of it. It has been the worst organisation of processing this claim and I am faster at replying to their emails when this is their job and I have my own job working full time.

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