Claims not processed in time

I submitted a clain for a doctor on the 18 of June, called in on the 26 to findout where the process was only to find out it was just lying in their inbox and has not been actioned. The agent advised me to resend the document of which I did. On the 29th I called again and they took a long time trying to retrieve my claim eventually they found it and told me that it has not been processed yet. They say processing takes up to 7 days. today its the 10th day and I am still not sure when they will pay my money back. for the amount we pay in contributions to be getting this kind of service it is not funny at all. if I had my way id change my service provider. The agents and their processes are super ***********.