Stratum disaster

I have been a loyal customer for many many years but have very rarely claimed. What a disaster when claiming sent all documents a month ago no feedback for days phoned as was told claims get payed out on a Wednesday or Friday. Sent a email to the complaint email address and was now told that my claim is being invested because my medical aid should have paid more . I am the one that loses out . I am on the highest plan that Stratum offers which should pay out 500% . Now waiting for a manager to phone me. We have gap cover so that it covers the medical aid short falls. Very quick to take my premium every month but not so quick to pay me out