Dischem Gap avoiding to pay claims.

I have submitted my gap claim various times and it's still not on their system. I submitted 3 claims together, they paid the one but not the other 2. I submitted them various times and sent them emails to follow up but heard nothing from them. Last week I phoned and spoke to a lady that said she has the documens for the other 2 claims but she didn't know they were supposed to pay them. She said I must sent an email to say that they must pay them. This week I phoned to follow up again. This lady says there is nothing on the system I must send them to her directly and she will escalated it. I can't believe how bad the service is. The last lady I spoke to was helpful, I hope she gets it right