Stalling tactics by RCS

I was retrenched and submitted all required documents to RCS for my customer protection insurance claim. They state on their website it takes two to three weeks to process. It has now been over a month and nothing has been done. I received an email to say an assessor will be finalizing my claim shortly, but I believe this is just a stalling tactic as I've read this is the experience of many other people dealing with this company, meanwhile we are still liable for the payments whilst being unemployed. I now received an sms to say "Please note that some documentation is still outstanding for your Cotton On CPI claim. To prevent further delays or closure of your claim, please submit the required documentation". Nothing was communicated to me on what is supposedly missing and I am losing my patience with this company. If this is not resolved soonest I will be reaching out to the ombudsman.