Sanlam Gap has still not processed my claim after 6 weeks

I've been a member of Sanlam Gap for a few years now. I pay a hefty premium every month for this gap cover service.

I had a routine operation on the 20th March this year and I submitted a claim to Sanlam GAP on the 14th April.

They say they process claims within 7-10 working days. It is now the 29th May and they have still not processed my claim!

I must have called their call centre about 7 times now. Every time I call they escalate the matter further but their claims department still haven't seen to my claim. A call centre agent can only help with so much if their claims department haven't done what they promise to do.

I'm now at a point where I don't know what to do.

Is there somebody I can speak to that can actually get the claim settled? Who does one go to if they are being treated this badly? Can a company just get away with not processing a claim?

Beside myself with this.