No feedback or promised documents after month

I have a claims with them and supp**** the required documents to them. <br> I have to phone to get updates on the claim. <br> On 2015/05/01 I received a call stating that the claim has been settled and they will send me a form to complete. The money will then be paid with in 3 days. <br> This morning ( a week and a bit later) I had to phone once again. <br> The lady assisting said she can not see the document that was supposed to be send to me on the system. <br> She will send a message to the operator to contact me. <br> <br> Now I wait again.