No response and no customer service

I have had policy since April 2014. Claims put in get rejected due to my husband being admitted as oncology patient. For a claim I must supply bank statements id books marriage certificates, copy of original hospital auth docs a statement and I must PAY for hospital clinical notes. The claims are rejected as he was admitted on an oncology code due to it being a existing condition. If anyone had read the hundreds of rands worth of clinical notes I bought it is evident he was operated on for 3 things, none of them oncology relation and all the admissions post that if read would be clarified. After almost 2 months of back and forth and no payment this is apparently now with a chief medical officer for a decision. This after theyhave had all documentation for more than a month. After a weeks worth of requests for a duration (how much longer I amstill going to be messed around) old mutual keep on telling me its with a chief medical officer. I KNOW THAT! I want to knowhow long I amstill expected to wait to get these long overdue payments resolved!