REGRET TAKING GAP COVER WITH SANLUM

I lodged a claim on the 24th July after being admitted for an operation on the 1st of July,I sent all documents as requested by Sanlam for a short fall and co-payments.I received an acknowledgement email and was told it will take 7-10 working days. After 2 days I called to confirm if I sent all necessary documents and the guy confirmed but said they had problem with opening a statement from my medical aid which requested a password and I did mention It on the email I sent them and he told me they will escalate it now that they can open the statement a week pass with NO feedback or correspondence ,I called AGAIN was told its in process should get an outcome by end of the day until yesterday I called again because its now way pass the 10days they told me I spoke to a guy and he told me the same thing that I should get an outcome by end of the day and I told him that been getting same thing for over a week now and he gave me his email to check later but 30 min later the same guy sends me an email telling me that “i must re-send claim form because its ******* he can't open it” But I’ve been calling so many times nobody said that including him, and I asked how come he says “its not opening” when the other guy opened it and confirmed that i wrote everything that was needed.

I then called this other guy i spoke to n could open the claim form he said he will escalate it AGAIN because he doesn't understand why he said that.

Right now Im going back and forth with this its frustrating, I wish I listened to my colleague when she said I will regret taking policy with Sanlam.I am due for my review how will I explain the outstanding balance from my Dr because a month has passed.