Takes Over 7 weeks to Process Claim. Still nothing

I sent a claim to Hollard Hospital Plan for two hospital stays last year in September and October 2015. I put in the claims on the 9th December 2015 and was promised it will be processed within 5 working days and this is now 28th January 2016 and nothing! I have called them on several occasions and each time I am given reference numbers and assured that my issue has been escalated. Yet each time I call I have to re-explain because \they cannot see my application on the system". I think this is a delaying tactic so that they can say that the claim is too old to be processed and get away with not paying out. And it doesn't help that the last time I called their complaints department the lady that answered was very rude and told me it's up to me to write to Hellopeter if I want. Well lady"