No delivery on promises made

I have an income protection policy plan by Sanlam that is supposed to be for professionals. I submitted a claim on the 18th July 2018 and was promised a turnaround period of 2-3 working days.Additional information was requested and sent to Sanlam on the 30th July 2018 ,information was to be reviewed and a decision to be taken within 3 working days .21 days later still no response. A call to the call centre I am advised to wait for next week. I have not paid my bills due to absence from work. Income protection policy plan is not assisting what's the point of paying for a product that one cannot rely on when it is needed. I am already struggling with depression and don't need further anxiety from sanlam