WAS FABULOUS SERVICE NOW AWFUL

I have a hospital policy and put in a claim 3 months ago but had not reached the waiting period. Amanda was my point of contact and was professional and kept me updated all the time what fabulous service. I have now been in hospital for 12 days and registered the claim on 10.11. The forms were completed with 90% of the information and sent back on the 12.11 the following 10% of info went back on 14.11. I have yet to get a phone call in spite of an SMS stating the quickly moving claim and being promised Valerie would call me. I left a few messages for her still nothing and on 19 or 20.11 phoned in again. I was told she was not at work but Mpho said he would help and be my point of contact. He said he would confirm this via SMS and email, <br> both were checked with me and I am still waiting. PM promises to get things completed and paid out in 30 days. We are on day 13 and still no communication. I have shortfalls on bills which my medical have not paid and cannot sort them out. Come on PRIME MERIDAN where is the fabulous service promised. I call this disappointing and not what was promised.