7 months going to a year to pay out a claim.

My mother who was admitted in hospital on the 4th to the 12th of September 2014 submitted a claim to Sanlam against her Hospital plan cover she has with Sanlam. The claim was submitted on the 7th of November 2014 to date this claim has not been paid. What I don't understand is if there is any information still outstanding why is it that Sanlam does not take the initiative to contact my mother's doctor as they have the doctor's details, if it is documents outstanding and my mother keeps sending you the same thing why do you not contact the doctor and get the correct information to have this matter sorted out. My mother has spoken to several individuals who promise to get back to her and never seem to bother to give any feedback (Shuan, Fidel, Nkosi and Kagiso) to name a few. I spoke to the manager this morning Julia who could not assist me any further as my mother needs to give consent which I understand as a financial institution, I then asked Julia to contact my mother and further advice on what is going on which she hasn't. This is appalling service to say the least for an elderly person to be sent from pillar to post and even when she obliges she is still made to wait months.