Poor service delivery

I have a HCP policy for a number of years and only claim when I need to. On 16 July 2021, my wife was admitted to hospital for Covid related complications. She was discharged on 30 August 2021. Now I called the claims department to query the turn around time for claims from be finalised and settled and was informed that it will take between 3 to 7 working days. I submitted the claim with all the relevant documents. After a few days, I followed up and this is where I started getting irritated. Every time I called there was some excuse as to the status of the claim. Today was however the last straw. Conveniently a delay existed upon me calling to do a follow up. I have called numerous times and numerous escalations were done, but nothing was resolved. No communication whatsoever from your department. All they give is excuses.... Or conveniently someone will call, which never happens. If I don't call, I don't get feedback. I spent huge amounts of airtime minutes calling which you don't reimburse. With this **** service, I am seriously contemplating whether I should continue my business relationship with fnb? Come now guys, if I miss a payment deadline, you penalise us, but when you miss a deadline, who penalises you? I know nothing will come of this, but I hope that this will be a wake up call for you. This is really the ****piest service I have ever received.