Claim delay

On the 21st of October 2015 I submitted a hospital claim to Hollard, I was then contacted by an agent telling me that the discharge record I submitted did not contain the diagnosis or treatment from the hospital. I then send them a complete invoice from the hospital on the 29th of October at 14:40 . On the 4th of November I followed up by speaking to Mamatle ref *** who informed me that they have not received the requested documentation, I proceeded to resend the invoice whilst speaking to her at 15:00. I followed up again on the 12th of November by speaking to Mamatle again ref *** at 08:20, she told me that they had received the documents and she was forwarding it to the claims department, I submitted a new claim on the 12th of November and was told by Mmatle that she will also be forwarding the new claim to the claims department. I followed up again on the 16th of November and spoke to Timothy ref *** at 13:48, he informed me that my claims was with the accessors. It has been 23 working days and this has not been resolved, what happened to their 10 working days turn around time on claims, emailing complaints to them does not seem to having any effect.