Incompetence and inconsiderate attitude

I submitted my claim to Hollard claims on the 5 May 2015 for the legal cost incurred by myself in 2014 and Hollard agreed to reimburse me the cost at their applicable rate as per policy I have with them. On the claim it states the cost of the attorney fee as well as transcripts cost. Bianca who handles claims mentioned that I will be refunded after 30 days which I find ridiculous, none the less I swallowed the idea. Now when I fall up, The same person says she only have submitted the cost of the attorney and did not action the cost of transcripts. When I ask as to when will I get any cents she says I should just see notification in my bank account. I referred this to her line manager Paul, who promised to look into the matter and revert back to me on Friday 08/06/2015 but failed to do so, When I phones him on 08/06/2015 he referred me back to Bianca at which I asked him why does he think Bianca would give me proper feedback this time around and he could not answer me. On the 09/06/2015 I phoned both Bianca and Paul the answer I am getting is Bianca has submitted everything to finance except the cost of transcript and only 70% of the attorney will be reimbursed lord knows when why.