Sanlam gap Cover sucks! frustrating and stressful claims process

I sent my shortfall claim to Sanlam Gap Cover in May. For over 3 weeks there was no reply until I called the contact center, and I was given a new email address to email as they were no longer using the one I used (NOTE: I had to call weeks later to be informed of this new email address). Had I not called, I would still be waiting. On May 27, I sent my shortfall claim to the new email address, and they acknowledged receipt. Then they went silent until I made a call again following up on the claim, and then on the 10th of June, they emailed saying the claim was received and sent in for processing. Then the quiet game continued. On the 17th, after I called, they emailed and said it was still being processed. Today is the 7th of July, and I had to call in again only to be told that it's still being processed, and I requested that it be escalated once again. Why does it have to be such a long and tedious process to get our claims paid when we never miss the debit orders at the end of the month. so frustrating.