Disappointed and frustrated (Kaelo Gap Cover)

Wish to express my disappointment in how the second part of my claim is being handled . Claim was re-opened for the shortfalls from the hospital and documents were resubmitted on 02/08, today is the 17th and when I call and request to speak to a manager they are all busy . Worse is the *********** call centre advisors who are not able to articulate what they see on the system . I'm still yet to get the call back from a manager. Last week was worse where a certain Njabulo was out right rude to me and still no call back as per request