Pathetic Service

We have handed in a claim with AIG for Hospital insurance some four weeks ago, policy number ********** ********** with claim number ********** 242ZA, to date the claim has not been finalized, the claim adjuster keeps on asking for the same documents over and over, the requested documents have now been forwarded five times to the same person, still with no success, numerous calls were made to AIG call center and the answer remains the same, they need the documents again. We have proof of all the documents send to AIG five times to the specific claim adjuster. numerous E Mails were send asking for an update on the claim, no answer from the claim adluster or anyone at AIG were received to date. The last call was on 22 February 2018 at 12h00 where we spoke to Jubuli at the call center which promised to get a senoir manager to call me regarding the claim, nothing has happened date. The service we receive from AIG is nothing but pathetic, although the insurance premiums are being paid on time every month. I have no idea what else needs to be done to settle the matter.