Claim query - 4 Months Outstanding

Being Sending through a claim query monthly now and every month a consultant will contact to me to advise that they will look into the claim and get back to me as they need to investigate . The last person to email me was Zahir Majiet on the 25th of August who requested more detail or information of which I attached again the initial email that was sent and than nothing thereafter . I think the first person that called me was Thabo M . Anyway its pointless calling me to apology because six consultants have already does so , by now you should have sufficient history notes on this query so kindly look into , action it and call me to say its done .