Unhappy with service and time taken

I have been having such troubles with Sirago. My claims are not being processed, there is always something else required but when they have everything it takes ages to get feedback. One claim was approved Thursday last week, no money has been received. Another claim has been with them since last week, they needed more and have had it since Tuesday morning with no feedback. Emails get an automated response that says you will get a reply within 24 hours but it's been triple that with no reply. I am upset that this process has been dragged out, when I first joined and had to claim in 2014 it was smooth and fast. Very unhappy with service.