Very disappointed in Service

Have submitted an Impairment Claim on the 22 Oct 2018.Did the run around getting reports from Hospitals,GP's and normal claim docs.Keep being told that 10 woorking days etc.My health is deterating and i am waiting to go for surgery.Highly irate and keep getting automated emails, which is so insignificant..Last week(28th Nov 2018) i was told it will take a day at the Underwriting Dept to come back to me. I am still waiting.I have to keep calling the Call Centre who give diff stories everytime.