Late Payment

My brother submitted a claim on 05/01/2016. On 09/03.2016 after numerous follow ups I was told that the claim will be settled on 11/03/2016 and an sms will be sent to my brother confirming this. An sms wasn't sent and on 14/03/2016 I phoned again and I spoke to a Daniel who was asking for documents that were submitted a long time ago, which means that they didn't even bother going through the documents which were submitted almost 3 mnths ago. Finally I was told that the claim has been sent through for authorization and then for payment which will take 10 days. This is ridiculous since were told that the turn around time for a claim is 10 days and it's been almost 3 months now.