Hospital cash back claim

So on the 29th of Aug 2017. i was hospitalized and sent in my claim a week later. that was early Sept 2017. I am still waiting for feedback as I have been calling and all they tell me is to hold on. i hold on for more then 30 minutes. every 2nd day and all they will say is "Our assesors are looking at it" i mean really. everything is there. why is no1 keeping me updated. oh i had a premium increase and no1 told me about it. the young lady Bianca at the centurion Edgars assisted me when I queried and she told me the price has increased. this was in Feb 2017. I asked her again how can they do this without informing me. and yet i still pay this policy every month, No questions ask. Yet no1 has told me whats happening to my claim. BAD HOLLARD. REALLY BAD SERVICE