Claims taking longer than promising (10 working days????)

Claim are supposed to take 10 working days... It's now almost a month.

Phoned them again and said it for review and they don't know how long this will take.... Will this take another 10 days??.... I've submitted it the 17th of April...Still no feedback... and I need to pay the dr.

They just create another claim and then I just need to wait another 10 days??? What is the use of phoning if they just create another reference number.