Kaelo Gap cover - bad service

I am a member of Kaelo Gap cover and have been paying my contributions for years now. I submitted a claim for the shortfall not covered by my medical aid, provided all the relevant supporting documents timeously...claim submitted on 2 September 2020 and it has NOT been finalized to date I have been doing a Weekly follow up only to be told it is being processed. The Managers are never available and they do not call back when requested I am hoping that by using this platform, I get this resolved @Kaelo - response please