Claim not paid

I submitted a claim on 24rd January and up until today have not received payment. I have used their instant chat (told me the claim will be paid within 7 - 10 working days), I logged a query via email but no feedback whatsoever. I submitted a separate claim for my father's medical aid and his was paid within a few days, how does that work. One thing they are good at though, is to send you automated reference numbers for your query. Other than that, do not expect replies.