33 days later, claim still not processed by Bonitas

I was admitted on 18 January 2019 and had to pay co-pay before that. So since Netcare has submitted a claim to date Bonitas has not captured the claim on their side and this is delaying me in getting a statement to use in claiming from my Gap+Co-pay cover. This is such a slow response from a big company like Bonitas. Can the claim be processed as I need the claim statement to claim from my Gap Cover, that is all I want.