Gap cover claim delayed for a month, lost on their portal, no outcome despite escalations

I am extremely disappointed with the service from Stratum Health regarding my gap cover claim.

My claim was submitted online through Stratum’s own portal approximately a month ago. Despite this, I have still received no outcome. Even more concerning, I have now been told or led to believe that the claim cannot be properly traced/has effectively been lost, even though it was submitted through their official online system.

I have resubmitted via email (forwarded their emailed claim copy generated by their system which they'd "lost" back to them), followed up multiple times and requested escalation, yet nothing has been resolved.

There has been no proper feedback, no urgency, and no accountability. As a customer, it is unacceptable to submit a claim through the correct channel and then spend weeks chasing for basic answers.

Gap cover exists to assist members when medical bills arise, not to create additional stress, admin, and uncer*****y. A month-long delay with no outcome, after multiple follow-ups and escalations, is simply not acceptable.