15 days with 1 telephone call!

I submitted hospital claim for my husband on 30 October. they sent documentation which I discussed with the consultant. On 3 November I submitted the agreed documentation. I have phoned and sent emails to follow up on my claim as other companies like old mutual pay 3 days from receipt of documentation. On Wednesday 13 November the lady I spoke to said the claims assessor would get back to me to tell me how my claim is progressing. This only happened late Friday afternoon 13 November. The claims assessor said my claim would be assessed by 16 November and she would get back to be. 17 days later I have had no receipt of documentation and no one can meet dates. Worse still is most plans pay 3 days from documentation...we are now on 18 days and nothing. Starting to severely regret moving my business.