unpaid claim

I have fowarded my claim to the above mentioned organisation, after so many follow up, I was only told by Tuesday 28/04/2015, that the person who was dealing with my claim is on maternity leave. Jacky(call centre agent) said I must call again today which I did, now she's telling me to wait for another week or two. The claim was recieved by them on the 18/03/2015, with all the required documents. What is that, that I need to do, in order for my claim to be paid. Should I wait for the lady who is in maternity leave??? This is so unfair, and when you call, you are put on hold for more than 30 mins, and they do not do the call backs, as promised. I hope my claim will be paid after the complain.