Claims not processed (after two and a half months)

I submitted claims via email to enquiries on 1 March 2018. After two weeks I contacted the call center only to find out that the claims have not been processed, but that they can see it on the system. The claims were escalated. Since then I have been phoning the call center weekly, only to get different call center agents every time telling me it will be escalated. Today is nearly two and a half months since submitting my claim. I phoned today again, gave one of my reference numbers (mh ********** 4) only to be told that it has again been escalated, and that I should phone by the 16th of April. I asked to speak to a manager (first time), and the phone got cut off. I am so frustrated, as I will miss yet another payment run!!