NOT PAYING OUT CLAIMS

I was in hospital and sent through my claims to Stratum for my Gap cover. They say they pay out within one week of your claim being processed - That is INCORRECT!!<br> I have been waiting for my claim payment since the 23rd of September and they give you no information as to why you are waiting so long etc. <br> You call them to query and they tell you they will call back and they never do. <br> I have to call and no one can process my claim but all is apparently in order with my paperwork.