GOOD INSURER, but recently acting up!

I submitted two invoices for a refund as agreed with the insurance company on the 25 & 26 of November 2015 and it still has not been loaded on the system. I called to follow up if all requested paperwork was received on the 27 of November 2015 and was informed that the payment request would immediately be loaded on the system and payment would occur in 7 to 14 working days from the date on which the documents were sent.<br> <br> Guess what, I called today (01 December 2015) to follow up if the payment had been loaded on the system as previously advised, only to be informed that it was still to be done. Mind you i keep calling to follow up and no one even borders to update me via email.<br> <br> The other time I called and requested a call back as i was running out of airtime only to be told that they can only get back to me after 15:00 pm and they never did.<br> <br> Innovation has always been good to me, I am just surprised by the recent treatment that I am getting from them and this makes me question if should extend my policy with them or not! Hoping for an urgent assistance in this regard, as some most of my activities depends on that borrowed money to keep going!