Gap cover with massive gap in communication

So i took out a gap cover with old mutual. Been paying my premium every month never skipped a payment. My nephew who is on my medical aid and gap cover was admitted to hospital and two accounts was short paid. I submitted all the documents (claim form/ statement and bills to prove short payment). This was submitted on 09.09.2021(1st submission) got an automated response stating that a consultant will be in contact with me in two business days, NEVER HAPPENED!!! 2ND submission was done on 15.09.2021 same story, email received but No phone call or email. Im quite disgusted with them as i pay my premium every month on time. If i dont get feedback i am reporting them to ombudsman and canceling my policy.