Four months and waiting - terrible service

We have been trying since 2023/07/10 to claim back the fees for my wife's in hospital procedure, with us having to follow up regularly and try to escalate, only for the claim to be sent to a third party for assessment, then back to Kaelo, then back to the third party (7 - 14 days in between). 4 Months and still nothing. Absolutely ridiculous and I will have to switch cover when this is all over.