PPS very slow in processing claims, if at all!

Empty promises! I have been waiting over a month for payment on a claim! Lucky for me not a big one, kollegue of mine had to wait more than 3 months for his payment on claim and his was a big one! All smiles when they take your money and nowhere to be found when you have a claim. Very dissapointing, have been a client for 7 years, 1st claim, what if it was a big?!