Unhappy Client

I sent a hospital claim almost a month and half ago no feed back after checking 4 weeks from sending the claim I was told it was escalated called 6 weeks later and was told it had not been processed because didn't have a id copy was sent directly to the consultant I spoke to called yesterday the 3rd May I was told all documents received but still not sent not even sure the reason. Each time you call u spend atleast half n hour trying to get a hold of someone.