Sanlam Gap Cover never pays!!!

I've only made 2 claims from Sanlam Gap Cover and both experiences have been terrible. The first claim I submitted on 23 April 2019 and was only paid on 21 May 2019 even although their SLA is 7-10 days. The second I submitted on 22 May 2019 and I am still awaiting payment. No one in the claims department is ever contactable. I emailed the claims consultant who is dealing with my claim, and also escalated it to their escalation department on 6 June but I've still got no reply. Today I phoned again and have been told "it's under investigation", whatever that means! Can't believe a reputable company like Sanlam has such shocking service!!! I'm seriously considering cancelling my policy and rather moving to another company who actually delivers.