Disgruntled / Unhappy

I am a member of the above company who provides a service that covers whatever shortfall between the amount paid by medical aid to the service provider. I am a cancer patient and have had to make large sums of co - payments B4 treatment can commence. It's been 6 weeks calculated per working week since I submitted a claim and I am still waiting for the claim to be settled. I have been calling and mailing on a daily basis and still no resolution. I do not wish to use my condition as an excuse, however there seems to be a lack of Urgency and empathy from staff which points directly to management in terms of providing the tools to staff to treat every claim as Urgent as we are paying customers and staff are not doing customers any favors, however they are employed as a direct result of their clients. It'll be a sad day if Corporates are following in our government's footsteps. I am retired with my own set of life's challenges and the cost of living is exorbitant and I am simply asking for more efficacy.