Unresolved claim and no feedback

I sent a claim to Momentum in August 2017. My claim received little attention, after which I had to phone the contact center multiple times. Each time the consultants follow up on my claim and I'm told that the claim is being processed. According to the last consultant I spoke to, the claim is supposed to be paid out of my Health Saver, so I will be able to monitor the process and see if the claim has been paid out. However, there has been no movement on the Health Saver. This process has been going on since August 2017 when I sent my first email to Momentum. No one has given me clear information regarding why the process is taking so long and why the claim has not been paid out as of yet - 3 months after my initial request.