Communication barrier & delay after delay

Been a client of theirs for a few years and have been receiving relatively good service until now. I have a claim that was initially logged on the 10th of October 2024 which up until this day has not been finalized. I have literally been calling or doing WhatsApp enquiries for the past 5 weeks every week without fail due to the fact that if I don't make contact then no contact is made with me. I signed a AOL (I have not even received feedback as to why an AOL was to be signed as no communication was forthcoming from Bettersure side) but anyway that was received on the 3rd of December and receipt was confirmed and I was advised claim would be settled within 3 to 5 working days. After numerous communications (initiated by myself as always) I was informed last night there was a "some system issue experienced" and they therefor had to send me a new AOL. So this now means another 3-5 working days turnaround. This will mean its taken roughly 75 days since the initial call was logged for this to be settled.