Delayed claim payment

I submitted a Gap cover claim for refund of a co-payment on 27.10. It was supposed to take 7 to 10 working days. On 9.11 I emailed and then phoned to follow up & was told there was a hospital account requested but he can see it was attached on my initial request so will send it through for payment. I phoned on 18.11 & was told that what I sent is a hospital statement & they want a detailed account. I mailed the account on 18.11 & phoned today to check if it was received. I was told the email was received but it will take 3 to 5 working days to allocate it and then another 7 to 14 working days for the refund to be processed. Can you not get someone to allocate the email & action it to speed up the process? We have wasted over a week due to incorrect information & now the turn-around quoted is longer than noted on the claim form. Today's agent says next week when it is received / allocated it will be actioned & I can already see myself calling again in 10 days to find out where my refund is.