claim taking forever to pay out after numerous cal

I have submitted two claims on the 8th of February already only on Friday the first one was paid out and not both but both claims was submitted on the same day I have made contact with the call centre on numerous occasions and hoped that both will pay out together just to see only one getting paid on Friday. ...I can't understand why it takes them almost twenty days to do a simple claim ...I had follow up appointments with the neurologist but I couldn't go because I am waiting on my money and I feel it is unfair that I pay so a lot of money for service like this