Hospital cash back plan

I sent a claim to Hollard 18 Sept 2015. After a few days of no response I called them. They informed me that they needed a certified copy of my husbands id, which I immediately sent to then. By 6 October still nothing! I called them again and was told a consultant will call me back that day. Which obviously didn't happen. I have since called them 7 Oct, 13 Oct, 19 Oct, 21 Oct and 22 Oct. I have been given many stories about where my claim is. Initially told there was a mistake from IT with the allocation. Then told claim is at assessor. 19 Oct told that claim has been escalated and would be paid out that afternoon. 21 Oct still no payment, phoned again, told I would be phoned back that day still. Obviously no phone call received. 22 October spoke to a very helpful lady that kept calm and tried to help me. She spoke to a superior who said that he himself would follow up and call me tomorrow morning with an answer. I told her that I have been promised call backs more than once and never received any. I feel like my hands are tied as I cant do anything but call and query. I don't know if I will receive my call back tomorrow morning. Its been more than a month since claim submission!