Old Mutual Kaelo Gap Dishonoring Agreement

I submitted a claim with Old Mutual Genrik on the 03rd November. Their turnaround time is 7-14 working days. I was advised my claim was referred Medical Claim Assist. I have been waiting for feedback on the claim outcome since then calling every day-Old Mutual Kaelo. Initially i was advise that med assist would reach out my medical asking them to resubmit using PMB. On the 18 Dec i was included in an email communication indicating authorization was already processed using PMB and they referred to my November statement. On the 22nd i spoke to Kelly who was not willing to listen to what i was explaining i even asked to forward her the communication. What is concerning is everytime i would follow up on my claim i would be told about my claim. I have never took a policy it was not with medclaim and i was not advise that come claim state a blame would be shifted to third party. As of today we have exceeded the 14 days turnaround time give by Old mutual. On the 24th Dec i reach out once again on which i asked to spek to Portia because of the level of service i would get from Kelly was apoling she would rush me not willing to engage hence i asked for Portia. I was advised she would call back after she is finished with a call that was around 9. At 11 i called again and spoke to Nokthula who asked Portia to call me. When she called me at 11:45 she advised she only was advised that i called at 11. I narrated the whole thing to her she promised she would call before end business with feedback from medclaim. Again i am being told of medclaim. At 16:47 i called again and spoke to Liaam who advise claim is on final stage i should expect an sms. He indicated he could see claim it was back from medclaim and it was only submitted on date at 9. Liaam went as far as to confirm which claims that i was referring and which doctors. This morning i call once again spoke to kelly who said claim is still with medclaim. I called again spoke to Nardine who i ask her to transfer me to Portia. When i spoke to Portia she confirmed what Kelly had said. My concern is the conflicting information which i keep getting everytime i call. And also the fact i keep on being told about medclaim despite the turnaround time having already elapsed. Every call i keep on explaining i don't want to start new year with medical bills outstanding. i took this policy wanting peace of mind. This passing the blame to a third part which i am not contracted to is really irrating. I need feedback as a matter of urgency so i can see what further steps to take. I think Old mutual doesnot want to honor the contract.