still waiting for feedback

I had a policy taken with Nedbank 4 a hospital plan however when I was hospitalised I was told that, that was not what I was covered for. However this matter was reported and Nedbank did tell me they will investigate and its been about 3 weeks now and I still haven't heard a word from them. I am beginning to think that Nedbank is hoping I forget about all the money I've paid through the years. What kind of service is this quick to take my money but cannot even give me feedback regarding my own money that I've been paying.