Useless and frustrating online claim process

I am so frustrated 😠 with Kaelo Gap and their claims process. I have submitted a number of claims over the last 10 days because somehow the online submissions are not reaching Kaelo or they are dealing with a backlog and I have to wait for their admin staff to load the application manually and only then will I receive an acknowledgement sms or email. I was told I will get it after 48 hours and it has been almost 2 weeks of waiting and I keep on calling and sending emails only to be told there is no submission received. I don't understand why an online submission still needs someone to load the claim manually on their system. What is the point of the online submission? And their pdf form link is broken too. What a useless process they have and I need to settle the hospital bill. Can I get assistance urgently please