Delay in settling a claim

Good afternoon. I am a member of Fedhealth Medical aid and have been one for a significant period of time now. I submitted a claim on the 29 Jan 2015 for a doctors invoice which I personally settled. I received a notification (email) of their acknowledgement for receipt of the claim on 3 Feb 2015 as well as that their claims department was in the process of reviewing and assessing the claim. Early last week, I contacted the call centre to follow up on the outstanding payment and was told then by Bronwyn (consultant) that the claims department had noted on the system that I only forwarded the proof of payment and had not included the invoice. I advised her that the note was not factual as I had sent a scan which was 2 pages, the 2nd page being the invoice. She must have confirmed this on her end because she then notified me that she will escalate the matter. I also requested a formal apology from their manager and an urgent payment. I called again last Friday as I had not heard anything and was informed that I would receive payment on Thursday 27 Feb. Today I have received neither payment nor an apology. I am extremely disappointed at Fedhealths service and do not recommend them!