Claims that never gets paid out

I've signed up with sanlam gap cover after we took out a medical aid with fedhealth.ive got fibromyalgia and is always going to the doctor or seeing a specialist that's is why we took the gap cover.they told me that they will.pay out 500% and so on.ive made a claim more that 3 months ago and I'm still waiting for the monies to be paid.they are quick to deduct your account at the end of the month but there service is really bad.im am so heart broken that they can still do something like this and I know I'm not the only one and we are going through such hard times at the moment.SANLAM YOUR SERVICE SUCKS REALLY BAD AND FOR A WELL KNOWN COMPANY.