No Feedback and No payment of submitted claim

I submitted a hospital Gap claim to Gap Direct on their email as indicated on their website [URL Removed] and the contact email was [Email Removed] for claims. The claim was submitted on the 23/02/2016 for a hospital claim for the 16/11/2015. I submitted the claim with all the relevant documents, ID's of main member and patient, Completed claim form, medical aid statement, Doctors statement and hospital statement, and there was no response or acknowledgement of the claim. I then submitted the claim again on the 05/04/2015 and still no response till today. I did call the claims department but they never picked up in the 5 times I called, I even waited +-10mins per call. I then called the Customer care line and they said I should call the Claims department, the same department who never answers. This GAP insurance was sold to me via telesales and leads me to believe that this is some sort of hoax insurance who never fail to deduct their monthly premiums like clockwork. Is there any way of ensuring my claim is paid? Is there any way of getting back my premiums if this is a bogus company?