Old mutual gap cover no claims being paid

I received instructions from a staff member (after having to post a hellopeter review) on how to submit a claim for Old Mutual gap cover. After following it and submitting the claim, I have not received l feedback regarding the status other than an sms. Old Mutual has been promptly collecting my money on the first of every month for this past year. Yet, when they have to pay up, you need to post bad reviews, lawyer up, etc for them to process a claim. I have a couple of claims due that i submitted, yet they are not being processed. Old mutual is switching to another gap cover middle man end of this year and you need to submit all remaining claims before then. Are the simply buying time to avoid paying up? Being a loyal old mutual customer, I expected better. You should be ashamed of your terrible service.