Gap cover

I've taken gap cover with sanlam just over a year ago. Last month when I tried to log my first claim I've been given the run around. Now a month later I still don't have my money. Their level of communication is extremely poor. There's absolutely no follow up from their side. Every time I called they tell me that they've received all the necessary documents and that they will process the claim and pay. Now they've come up with some additional forms to complete (which I highly doubt will be the end). I'm tired of these people. If they don't value their clients how do they expect to stay in business. Now I'm seeking a new company that hopefully puts their clients first.