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You need to write a firm letter to the insurer pressing them for resolution of the claim, advising them that the previous claims officer had indicated they appeared to be liable, and advising them that you will refer the matter to the Financial Services Ombudsman if they do not respond ASAP as it has been an unreasonably long wait.
If they deny the claim they should explain why. If they offer an inadequate explanation or fail to respond in a reasonable further time frame (say a couple of weeks) you should make a complaint to the Financial Services Ombudsman which is an inexpensive alternative to going to court and can generally resolve cases like this.
Indeed if you have any doubt about the decision the insurer has made you should seek further advice.
I have considerable insurance experience and would be happy to review your insurance policy terms if they do deny your claim.
I trust the above assists.
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