False Advertising, delay with the payment

I am disappointed with how my claim is being handled. When we 1st called the client service centre we were told that this query will take 2- 6 weeks. We logged this claim on the 17 October 2024 and to date we are informed that they are waiting for the hospital to confirm proof of payment. Another family member also has a policy with All Life so does this mean we will be dealing with the same treatment. I will advise to think twice before taking a policy with All Life