Claim reimbur*****t not paid.

I have sent all necessary docs for claim reimbur*****t request. This has been received by Kaelo and on 12/08/2025 they sent me an email saying that the claim has been processed and that I can expect payment in 7-14 days. Well 7-14 days has passed now and payment is yet to reflect. I phoned Kaelo on Tuesday 02/09/2025 and I spoke to a lady that said that I should just wait for the money to reflect because she can see that the claim was processed but she could not tell me by when it will reflect. I tried emailing as well but I haven't gotten a response.