Disgusting claims service

I submitted a severe illness claim on the 22nd November 2018 on policy number ********** 02x8. The service I have received has been appalling and the claims consultants that answer the phones refuse to call a person back after holding on for hours to get through to them. After submitting the medical I had received from the doctor they requested more medical which i told them I don’t have the money to go back to the doctor or hospital and that I was still in pain from the condition I was claiming for. The claim was than referred to a senior claims consultant to make a decision and I than received an email saying that I should go to public hospital to see get further medicals. Firstly the condition I had is bacteria related and I have been to public hospitals before and I refuse to go there as the hygiene conditions there are not suitable for the condition I had and I don’t go to public hospitals hence we take additional cover like this to cover such costs when we need medical assistance. Secondly I don’t have the funds to go to a doctor to get those further medicals. I rep**** to their email telling Sanlam that they should send their own doctor for further medicals as they advice me before that they can send their own doctor, because I refuse to go to a public hospital. The email was sent on the 19/12/2018 and till today no one responded to that email and no one has called me back with feedback and yet I called in and I was told the claims consultant dealing with my claim is on leave. How is it my problem that she or he is on leave? Sanlam was quick to want me as a client 2 years ago but now that I have a claim I am no longer important. I suffered a severe illness to an extent that I missed three exam papers in November that I now have to write in Jan. I was off sick for 3 weeks and it seems as if Sanlam doesn’t want to pay the claim and looking for every possible reason not to pay. Can someone tell me what is happening here??? I am not happy and need answers. Why can’t we called back as well? Since we spend hours holding for follow ups on our claims????