No claims payout

I was admitted to hospital on the 20 May 2015. Where we were informed that there is an amount that needs to be paid by us in cash which we claim back from our gap cover. On the 25th of May we have submitted the claim to [Email Removed] Then they informed us that we should get the hospital claim form and submit that too, which of course we did. From there onwards till to date no one as informed us what is going on and what is happening. On the 19th of August my husband decided he had enough. He emailed them and spoke to them and they informed him it takes only 5 to 7 working days to process a claim. It is again the 01 of October and still nothing. I am fed up with discovery. This is seriously not the first time they are doing this to us. The last time they almost cost us a court case. Discovery is so pathetic in their services and makes false promises.