Bad Service

I have been trying to get a claim processed with LegalWise Claims Department since 10 August 2017 , I have been given the run around with excuses that made no sense, as a huge company I fail to understand how it is possible for customer claims to sit in piles for long periods of time without The Claims assessor doing follow ups or contacting the client, Documents that are sent are incorrectly read by the Claims assessor and further delayed , my question is how is this possible, where is the accuracy and verification process within the Legalwise process and procedures if this is happening at such a crucial point in the claim, why is it that the claims department is so ***********, the Management assures the customer all is well and claims are being processed to get the customer to calm down knowing fair and well this is not the case, "I just wanted to inform you that we did everything iro the assessment of the invoice. The only thing left is for the actual approval to take place and which will be done 1st thing tomorrow morning.I will just confirm with our finance department when the payment run goes through, in order to also advise you iro of that. As this will then finalize the refund to you. The refund should therefore reflect in your account, no later than Wednesday." I was given the assurance on the 02/10/2017, to no avail on the 06/10/2017, if management assurance has no merit then it is perfectly understandable why the staff have such don't care attitudes while the customer suffers. I as a paying customer is appalled by such service from the Claims Department as well as the Management Team and will appreciate my issues to be addressed by Senior Management Team at Legalwise as I have had nothing but bad service from Branch Manager , Claims assessor,Claims Hub Manager and the Regional Manager is also not concerned with answering emails or following up.