No customer service

My first experience with them was fantastic - 5 days - claim paid out. But now.... I have submitted my claim in September 2022 I received feedback on the 9th of November saying. "kindly note that your claim has been successfully assessed and escalated for authorization" I followed up on the claim the 16th and 28th of November as now payment was received. Where they informed me they require additional documentation which has been sent to them previously. I am still waiting for any feedback and payment. The call lines are so busy I need to hold on 30min + just to talk to someone - just so they can inform me it has been escalated. No service, no feedback, no payment..