Claim not paid and there's no feedack

Netcare should stop this thing of saying their turnaround times for gapcover claims is 7 to 10 working days,I waited for the gapcover claim for over 3 months I followed up and I was only told that there's a missing document no one bothered by informing me until I followed up,again now I submitted a claim on the 3rd of Jan I still haven't got any response I phoned the call center several times but they seem to be clueless about the outcomes,since last lastweek they have been saying they will respond tomorrow and this is the 3rd week with no direction.