1life poor service and not assisting with claim

I am not happy with the service I am getting from 1life , I have a life cover that has a event disability cover. I broke my elbow in April while bathing and submitted a claim because I have not been able to use my hand , I had to get help to bath myself, cook or even bath my own child, My performance at work was interrupted as I was operating with 1 hand, I had a back slab for a week and then a casten for 6 weeks. The advisor said they want a report from the doctor which I sent, she said she will refer to the investigators, I even asked them to liaise with the doctor directly. The policy wording stated there is no waiting period to be paid out, we take out insurance for unforeseen events like this but 1life is not even giving feedback or updating me at this stage. This is very poor terrible service and I wouldn’t wish for someone to go through this. I am a single mother who took out insurance so that I can be assisted in events like these. At this stage nothing is being done, where is 1 life when I’m paying medical bills and paying people to assist me with day to day things?