Hollard not attending to a Hospital Cash back Claim since April

I took out the Hospital Cash back Plan policy in 2010. I was never hospitalised since then and this year (2018) I was involved in an accident in April. I was then hospitalised for 12 days. in May 7, I submitted my first claim to ********** on the 22 May when I was making a follow-up, I was informed that my claim has not yet been received. I again resent and this time I copied ********** It is 21 June and I call again to make a follow-up. After been transferred from one consultant to another for almost 22 minutes, the other consultant then decided to tell me that they are escalating my query and they will advice on the outcomes. I am not impressed with the kind of service and treatment Hollard is giving me. Why does it have to take me to call and then they then act. why cant they act upon receiving the claim document within 14 days as they stipulate. Why do I have to be abused by being kept on the phone, spending my airtime while they are not even assisting me. Is this the treatment they give to their customers after years of being their client. I am really not happy with the non-service I have received from hollard and I call upon someone to really look into my matter