no service

I am a member and I processed a claim on the 18 December 2014. Till today I have not been payed out. Every time I call I get the same response that there is documents missing. Even after I have sent the documents through. Btw we signed the disclosure for authorising xelus to obtain the relevant documents from the relevant doctors which xelus have failed to follow up. I ask to speak to a manager not no one puts me through. Everyday I am told that my claim will be finalised today and payment will be made afterwards. Still no payment. I called this morning and was told lerato no longer works there and Mia again told me that they were missing documents. She again said she will get back to me today like previously which she never did.