Delaying to pay out a claim

The service we getting from BankMed is terrible while paying a lot of money every month. I had submitted a claim to them and was told it would be paid within 7 working days and every time I do follow up I get different stories from the agents. Last week I was told the payment was processed and when I followed up today they telling me that they haven't processed it. This is ridiculous as it's 12 working days and still no payment. The worse part is they don't bother to get back to you even when they say they will call you back, I have to be the one doing the follow ups.