Poor service and delayed payments

A claim was submitted on 18 October and again on 12 December as only one of the accounts were paid in the pack sent through. How can it be acceptable that it takes you 2 1/2 months to assess a claim and settle it and then only partially? Surely your turn around times on a claim cannot be more than 2 months? Poor service with no response from agent when it was reported that you only paid one of the in hospital shortfalls.