Second Complaint. Long Fustrating Delays to processing claim

This is my second complaint. I had a mild heart attack in September and I submitted my claim on my critical illness policy to Momentum. To date this claim has not been processed. When I lodged my 1st complaint on Hello Peter, I finally had someone from Momentum contacting me to provide me with an update as to what is happening with my claim. They told me that they are awaiting for my ecg report from the hospital that treated me( after more than a month later, why they didn't have the decency to advise of this and that I had to resort to complaining on Hello Peter to get a response). I told the lady that I will get the report from the hospital and if I do so, how long would it take to finalize my claim. She said about a week. So I got the report from my hospital and submitted this to Momentum. It has been two weeks later and still my claim is not finalized. When I followed up this week, I called the call center and held on for 10 minutes with no one taking my call. I then emailed and the lady then says that they will be escalating. Why must you escalate after a customer complains? Why must a client who has been with Momentum for over 10 years, keep following up in order to get an update. This is really frustrating rediculous service provided from momentum!!. I need my claim finalize and paid out urgently.