Insurance keeps Moving Time frame

[Jones2505]

Hi Everyone, We have issued a claim for Pet insurance to recover the deposit we paid upfront which was £2k, we advise the insurer of this , they emailed us and advised this would be completed within 14 days, after the 14 days past they advised it would be 3 weeks, 3 weeks passed and then we were advised it would be 4 weeks, the 4 weeks have now passed, my question is, can they just keep doing this ? pushing forward the time ? We would much rather have a Date in which everything will be completed by, rather than keep messing us about. Based on what I've found on said internet, as a business !2 months is classed as Reasonable time frame" ? is this correct ? Thank you in advance for any help.