Runaround

I took a hospital benefit plan early 2016 with The Unlimited, got into an accident in June and was hospitalized. Made a claim and was told I'm short of the hospital statement and my bank statement in order for the claim to be processed. I emailed those 2 documents on the 2November 2017 to a K Palien whom I was told is dealing with my claim, I've since then not received any response, called the Unlimited claims department 3times and on all occasions was told this person is not in and my claim can't be processed until she's back, was told she'd be back today on the 16th November 2017 but she never contacted me. I'm so fed up and annoyed. I've been paying my premiums of R119 which went up to R129 religiously and I just want my claim paid.