Hollard Hospital plan- Is it real or just a way to make money for Hollard?

I have a hospital plan with Hollard covering my entire family and my partner was hospitalized late november to first week december. I submitted my claim mid December 2017 and the turn around time according to their policy is 14 working days.

No communication whatsoever was received from Hollard, i have called more than 20 times already without any concrete feedback. Every time i am informed that the claim is with risk and will be paid in 2 working days and hey its almost 3 months later and i'm still awaiting the payback and maybe if im lucky that 2 working days will actually happen when im a pa.

Worst of all they debit on the exact date but fail to pay back their clients accordingly or at least give them a coutercy call to update them on their claim. They still debiting my accounts, i intend to go and reverse the past 3 debits at the bank.

I have other policies with Hollard and this really scares me as one of them is a funeral plan, will i go through the same should there be an even that requires financial assistance for funeral requirements?

Im highly dissapointed and stopped calling, whats the point?