Horrible service

My husband is on a hospital plan with Hollard for a very longtime now, he has been paying the cover consistently without any default.He was hospitalised on the 17 Oct - 20 Nov 2017 and till now no payment has been done, numerous follow ups were done, he has been to the Hollard Head Office twice directly in his wheel chair as he is not fully recovered and was told he will be called back the next day and till now no call back, reason for this cover was to assist in times like this , this morning I had to wait for over 40 Minutes and till now I get a message that the agent is busy right now, I am so scared of this ******** insurer that I am thinking of withdrawing my other policies , pitty that I have them for too long, question is what will happen when I lose my loved ones, they possibly wont pay out, what a pathetic service, we are in debts because of this delay, desperate in need of cash to pay for the hospital cover