Claim not paid

I submitted a claim on the 8th of July, I was told I need to get a letter to confirm my pregancy term as I'm claiming for a stillborn, the letter was sent to through on the 27th, after sending the letter I was then told I need to send 3months bank statement (which was not mentioned to me before), I then sent through the statements as requested on the 28th of July.

As of today, the 12th of August my claim is still not processed and everytime I call the contact center I'm being told they are escalating, however nothing happens. I even sent an email to the complaints department but I'm not getting any assistance. I had the same problem in 2016 when claiming for my late father.

If I will have to do this everytime I submit a claim to hollard then I really need to start looking for an insurance company that will value me as a customer.