Bad customer service, takes ages to pay out claims

We sent through a claim in December 2014. We received a letter to confirm that they did get our documentation. Since then, no news from them and also no pay-out. So we tried phoning, when we phone the call center, the operator requested that he has to sign an ID copy 5 times and fax it through to a fax number given by him. I told him, I will do it immediately , I did it and phone back, I got through to the exact same consultant, and he let me hold to go and check if the fax shows on their side, and when he spoke to me again, he said I must phone back Monday because the lady who has access to the fax to mail is on leave... what a waste of time. It is really a struggle to get your claims paid out from them, and I know what I am talking about because my parents are also waiting on their claim to be paid out. And to top it all off, he can't tell me how long we still have to wait...NICE!!! So the struggle will continue...