Claim taking six weeks for payment

We have Sanlam GAP COVER administered through Kaelo, it is the worst experience i have had with dealing with a medical aid claim. We put in the claim one and a half months back. Every single time we have called to follow up on the status we have been told that they have not received our emails. Upon further investigation it appears their internal IT systems are blocking our emails, however not a single consultant we spoke to bothered to get the emails unblocked from their own IT systems. The service from a reputable brand like SANLAM is shocking, the promised turn around time for payments are one week we have now been waiting six weeks. I am beyond frustrated a. Details of claim *** Claim ***