Poor service received from Kaelo (Sanlam Gap Cover administrators)

I have been trying to get feedback on my claims, but with no avail. I am being told that the one claim has already been paid, but the money is not in my account and it seems that the claim for my co-payment cannot be found, although I have submitted all the requested documentation. I have also sent an email to the Escalations Department, but have not received any feedback.

This is unacceptable, as I had to pay R4400 before I could be admitted to hospital and I have now been short that amount for over a month. Does it really take that long to pay a claim? Please provide me with urgent feedback. I need the money this week to pay my accounts.