Lack of Proper communication and Urgency

Good Day I submitted a claim at Remedi/Discovery Claims on Monday that which they advised us to submit. Wednesday I had to give them a call just to check if they received it or not because I saw that there was no communication from them or whatsoever to say they have received the claim. To my surprise they did receive the claim and it was being attended to according to the person I spoke to. I then raised a concern with her that they do not communicate properly and they need to have look at that. Today is a Friday and I have not received any communication from them regarding the status of my claim. Reason being , on their website the state that," The turnaround time for processing claims is 72 hours – from the time we receive a claim to the time we process it. It is then approved or declined for payment. Once we have made the payment, you will receive your claims statement detailing all the claims payments". For me that turnaround time has long passed and still there is no communication from them. As far as I am concerned they seem not to care. We are actually entitled to the money that they dragging their feet in re-funding me. For me that money is a need and they need to show courtesy at least.