very unhappy client

I log a hospital plan claim on the 6th of this month, the 7th I called in and Mariette confirmed receive of documents and said she will send it to relevant department. On the 9th I spoke with Portia and she again confirmed receipt and said I will get an outcome the following week Tuesday. On the 13th I called again and spoke to Yasminah and said I will get feedback/pay out Friday. each an every time I need to call in on progress. Never have I receive any communication from TFG. I am not happy with the service receive. It is really disgusting, I feel like cancelling policy, as this is my 1st time to claim and with such bad experience. To my surprise this morning I called and again and spoke with Portia and Yasminah and they both don't know what I'm talking about, they cant find any details of my on their system. I requested to speak to a manager and Yasminah refused. I want the pay out before end of business today as we sitting In the 19th already. If I knew of all these hassles was not ever gonna take out this policy.