Slow and tedious claim process

Not sure if I am just an anomaly out of all the clients but haven't had a great experience. Been a client for 8yrs and I am pretty sure that this is the first time I have ever claimed. Submitted a claim on the 8/12/2023 was informed on the 26/12/2023 that the additional forms are required, the forms were submitted on the 27/12/2023. Today is the 17/01/2024 and still no feedback. Called the call center who instructed me that they will request and update on the claim which could take another 24-48hrs to provide. I was also informed that the claim type takes longer than other claims not sure why as it was an emergency procedure that was required. Not particularly happy in the manner which this claim in being processed.