Pathetic service

Shocking service yet again. Claim was put in almost a month ago. (Turnaround time supposedly 7-14 days). Numerous requests (over 10 emails) and no response as to an update, just told its being processed. Try to phone the call centre, agent with an attitude says they dont have claim (despite them acknowledging receipt). Western/Kaelo, when are you going to refund my pensioner mother the money she has spent on medical bills?