Disgruntle with feedback and service

To the Management of M sure - Claim QCLL008262POL AR Raphael. We have an insurance policy with yourselves for critical illness in case of dreaded disease to cover any outstanding car payments according to the policy. On the 30th January we submitted all the required documents including medical reports as requested and now 11 weeks later no response or feedback. We were told it takes between 4 to 6 days for approval but nothing. It cannot take 11 weeks????? What is going on. Lemogang one of your staff members has really tried to help but no prevail. We have been with you for 4 years and never missed a debit order but now when we need assistance nothing. Please provide feedback or must we seek legal advise and complain to MFC