Sanlam Gap Cover's service is non-existent

Sanlam Gap Cover's service is terrible. I submitted a claim on 28 April 2025. They claim that their turnaround time is 7 to 10 working days (even if you call the call center, the voice message while waiting mentions this). It has now been 36 working days, and I have had no written communication (besides the acknowledgement)! I spoke to a consultant at the call center today and was told that part of my claim is rejected until further information is obtained from my medical aid. Why have they not yet informed me of the issue? I also doubt their reason for rejecting the claim. I am considering moving my gap cover because dealing with Sanlam Gap has been a terrible experience!