Second claim, same issues as first claim

Its now January 2019 and I still have to chase up on this. To reiterate, I have 2 policies, 1 with Hollard directly and one with Hollard via Edgars. I was in hospital from 30.11.2018 to 05.12.2018 and sent all my documents through. At first I was given the run around about documents not being uploaded and now there is a different and strange "hold up". Both policies are underwritten by Hollard but strangely enough 1 of my policies has already been paid out on Friday, 28.12.2018. When I called this morning, the consultant Wandile states that my document is not signed. Now my question is, how was the 1 policy accepted and paid out with the same documents? Why do we as paying clients get the run around all the time? When the policy is sold to us, we are told so many lies. 90% of what we are told is never fulfilled. I have asked on numerous occassions for the assessor to call.....but still no call. My sister has a policy with Hollards competitor and is paid out within 7 days - no hassles. I chose Hollard because they were supposed to be the "more reliable" company but I think I made a huge mistake