Claims turnaround time 7-10 working days !!!! BULL

Claiming from GAP Cover. I have submitted claims to them on 03/09/2019 ref WF_*** (x2 claims) and on 09/09/2019 REF: WF_***. Spoke to three consultants, have had no feedback from them. Today morning they want to tell me that they cannot open the PDF. This is nonsense because their debit order is going off today and I dont have an answer