Hollard Life Claims process turnaround time

In November 2021 I had to undergo a mastectomy due to a cancer diagnosis. On the 15th December 2021, while I was feeling slightly better, I could send through the claim form and relevant medical reports, I understood that it was December and many people probably took leave hence the claim process took time, however, since I submitted claim, everytime additional documentation is required. I have not been able to focus on my healing due to a very difficult operation as I am left running around for these documents. Again today 31st January 2022, more documents are requested.

I need to confirm, is this the standard turnaround time, which is nearly 2 months.

When I called the claims department and yet again sent the documents required, I was told by Michelle, that the documents was received and will be sent back into the queue and that I should simply wait. As it's gone to the end of the queue as there are other claims also.

Does Hollard not have a Standard Service Level Agreement?

I'm being sent around to run like a headless chicken and not even knowing whether it was all worthwhile and whether claim will be accepted.

Instead of focusing on healing from a very difficult surgery, I am not healing as I should and this stress is causing me pain and discomfort.