Gap Cover - ignores clients

I am completely over this bad service from the Sanlam Gap Cover ie: Xelus

13/9/2018 I submitted my claim 16/9/2018 I emailed to ask why have no one confirmed my claim as you promise an 8 hour turnaround time and 3 days have past. 18/9/2018 First reply from Dieketseng stating that my bank details differ - that I needed to confirm bank details 19/9/2018 I emailed back to apologize and confirmed that you can use my details as on the system and I also attached confirmation of my bank details 20/9/2018 I emailed asking for feedback 21/9/2018 I emailed again asking for feedback 25/9/2018 So this day I actually called as you don't reply on email - spoke to Rolene that was shocked that Dieketseng took so long to reply and she said that she will make sure that Dieketseng process my payment. Still Dieketseng has never contacted me again after the first email contact 18/9/2018 26/9/2018 I emailed again asking for feedback - by 13:30 I still have not received any feedback. So at 13:45 I called and spoke to Lindiwe, I asked her to speak to a manager, I held for over 13 minutes and then Sybil (apparently she is a team leader) she very happily told me that Dieketseng requested medical aid statements from me as well. I don't have that email, never have and have no reason to lie about it. Why would I delay my own claim? After asking her why it took 5 days instead of 8 hours to reply to my claim and why she didn't pick it up? She passed the buck to the Claims Assessors department. Then I asked to speak to a manager in THAT department and she told the lie as old as time - ALL MANAGERS ARE IN A MEETING.

I am going to sit back now and let you hang yourself - and FYI, I have now attached what I could find on the Fedhealth website.

Horrible horrible service - please email me your survey so that I can complete it