Nightmare to receive payment of claim

I signed up with Kaelo Gap nearly three years ago, and this is the first time I'm trying to make a claim. It’s been incredibly challenging to get things moving. The last email I received stated that they had received my claim and were processing it. However, ten days later, I received an SMS saying they couldn’t finalize the claim due to missing documents. I've sent Kaelo Gap four different emails with all the necessary documents. When I tried calling, I was left waiting on hold. What’s going on? The service providers are pressing me for payment, which Kaelo Gap should be covering. Please can someone escalate this and assist?