Please escalate this issue, I can't take it anymore

Hellopeter,I have a problem with my Edgars hospital cashback, since August at IUA they keep on telling me they are waiting for insurers to prove my claim, this thing never happened when my policy was with Hollard before!it's the first time m having this problem,and they explain to me,that they have all my documents they have asked from me! it's very bad and sad,the worst part, they dont update you what's going on?you must keep on calling them waya waya...