Bad customer service , mean less turnaround time

I tested positive for Covid-19 last year June. according to the medical aid they only pay lancet only when the test is positive. today it marks 1 year they have not yet paid lancet for the claim. I sent an email on the 1st of June their turnaround time is 8 working hours .Today is the 8th of June. i still don't have any reply from them . i terminated my insurance and i will not recommend anyone to use this insurance their service sucks . they don't care about the customers. so i must be the one calling again to follow up on the query , hell no . on whos expense again. i want nothing to do with this company anymore they must just pay the claim so that i can continue peaceful with my new medical aid scheme