False promise of Gap cover

I submitted my claim to Sanlam gap cover on the 8th of May. Their turn around time is 7 to 10 working days. I repeatedly phoned to confirm that they received all the documents. Dieketseng would continually ask for documents that has already been sent and the call center agent Lindiwe confirmed that it has been received. When I escalated the claim I got an e-mail saying it is in a queue for assessment? It has been a month with my claim and no progress wven with escalation.