Kaelo Xelus Insurance provider...shocking service

I have made a medical gap cover claim on 13 August 2018. It is now 10 September and my claim is still not resolved. I have made numerous phone calls to establish what the delay is. Each time I am told it is with their clinical review team. They promise to phone me back each time to update me on the progress. No reasons are given to me as to why there is such a long delay. This is a disgraceful way of treating a policy holder. I will surely consider changing to another insurer.