Bad Service and not adhering to their own claims refund turnaround time

I submitted a pre-approved hospital casualty clam that I was informed would be paid within a week of receipt on 1 October 2021. On 4 October I was informed the clam had been approved and processed and would be paid within the week. On 11 October after no payment I contacted the offices telephonically twice as my emails were being ignored and both consultants could not track my claim. I’ve been with Essential Med for a very long time but I am considering cancelling all my premiums if this is how they treat their clients when service is needed. My insurance policy number is E127377 or ID Number: *** 082. I would appreciate an email updating me on when my claim will be paid before I escalate the matter further as nothing said telephonically can be trusted. The claim was for a hospital casually visit that happened on 24 September 2021 and I have submitted all supporting required documentation.