Seriously pathetic service from Stratum Benefits

I submitted my claim to Stratum on 16 September 2019. On 02 October I followed up with Stratum regarding the status of the claim and was told that Stratum only started working on the claim on 25 September and that it was still in progress. Today, 7 weeks after submission of my claim, the claim has still not been paid out and when I phoned Stratum, I was told that the claim is still in progress. Stratum has not attempted to make contact with me within the past 7 weeks to advise me of any outstanding documentation. My monthly premium to Stratum is duly paid every month and the fact that I have to wait nearly 2 months for my claim to be paid out leaves a sour taste in the mouth. I already need to submit my next claim but I have little confidence that it will go any better. This is seriously pathetic service and I would have expected much more from Stratum which is supposedly one of the best Gap Cover providers in SA. Like any for of insurance, an insurer is only worth their salt of they pay out and at this stage they are failing miserably.