Submitted a claim but no response till todate.

I have a hospital cash plan insurance with Old mutual, was hospitalised twice and was advised to submit two separate claim forms by the consultant who was assisting me. I sent my claims on the 27th of June 2015, didn't receive neither a receipt confirmation nor contact from them about the progress of my claim. I called so many times to follow up and finally one claim was paid. I called again on the 1st of August 2015 as I was not getting progress on the other claim, however i was told that the only one that was received and processed was for my second hospital admission. I was advised to resend my claim for the first hospital admission and to allow 14 days period for that to be processed. Until todate (21 August 2015), I haven't received anything from Old mutual, even a simple call or sms notifying me about the progress. My question is should I be the one calling now and then to find out about my claim? it takes luck for a call to be answered as you keep holding and holding for the next available consultant. This is totally unacceptable as I have waited for up to 2 months now, while it took just a few days for those 2 same clams to be paid by another competitive company.