No feedback on claims within provided timeframe

Following on from a previous complaint: https://www.hellopeter.com/sanlam/reviews/gap-cover-poor-claims-process-***

After constant back and forth and numerous follow-up phone calls, I finally received the outcome of my claim on the 4th June. I needed to resubmit to Discovery and send their feedback.

June 17th - Submitted the request for a reassessment 4th July - I called for feedback. I received an e-mail that I would get a response in 10 days. Note - e-mail did not say 10 working days - just 10 days. 14th July - I called again to follow-up. Was told on the phone they would give feedback in 2 days. 18th July - Called again as more than 2 days had past. Was told the 10 days expired on the 17th July. But I still had no feedback. They were still working on it. I was told I would get feedback early the following week.

I don't understand why it takes so long to get feedback. Discovery gives feedback so quickly and their client base is probably more. Why do I have to spend so much time calling to follow-up? I originally submitted my claim in April. How does it take more than 3 months when I send everything document you request as quickly as possible?

If I could leave and move to another gap cover I would. This is shocking service for such a large company.