Delayed Payout from Claims

I am absolutely fed up with the service I have received from Bankmed over the past 6 months. Being pregnant and then having my baby I have submitted many claims and honestly, I've had to query or follow up on every one. There is no communication back from Bankmed about what is happening until I phone them and then there is always an excuse regarding systems or backlog or motivations that I need to submit but I am NEVER told about these. There is apparently no one I can escalate complaints to and am told to just email the enquiries email address and when I do i get a generic response which never sorts out the matter. My last incident was me enquiring about a claim I submitted on the 20th January. The consultant, Chelsea promised she would phone me back with feedback in the next 1 - 2 working days. I am still waiting for that call. She also told me that claim would be prioritised. Today i phoned back to enquire and was told that the claim would be processed by Friday the 19th. If this is a prioritised claim and it takes two weeks for processing after i query nevermind actual pay out, I would not like to know how normal claims are dealt.