I had an ectopic pregnancy on 28 November 2025

I had an ectopic pregnancy on 28 November 2025. I put a claim under severe critical illness as it states you can claim 10% of the amount covered. I made the claim on the 1st of December. I only got a response in January. When they responded they asked for extra documents. I sent them about 3 weeks ago. They haven’t gotten back to me. I don’t know what to do anymore. If you call they don’t pick due to high volume calls. Literally every second between 8am till their offices close. I feel the high call volume is a strategy to avoid picking any call and delay claims intentionally.