Horrific Service on a claim

I've been struggling with the payment of a claim since 2017. The claim was eventually validated and was supposed to be processed in Jan 2018. To date no payment was made to the service provider and each time I phone to follow up I am subjected to a 5 day turnaround time and have to explain the nature of the query to the consultant from scratch. Today, again, I had to explain to the situation to Kennedy, who is investigating FROM SCRATCH! I am so sick of following up on the same thing since July 2017 to date!!! Horrific service!!!!!