Medi Assist — false assurity in claim disbursement

Claim id 99223273
Claim date: 26/9/2019

We have been requesting our claim since 26th sept at 2 pm. We have been getting assurance that our claim will get settled in 2 hours. However, they have been requesting more clarification on the bills sent and increased the time to more 2 hours. This continued till 9pm at night. We have been asking atleast confirm if we will approval still their reply was wait till 11 pm we will complete the process.
In addition they are not even clarifying the issue of the delay even after sending the requested documents.
The patient and every relative staying with her has been suffering because of the false assurances at late evenings.
Atleast we should get a clear picture of the whole so that we can plan accordingly.