Instant Life
No response on Critical Illness claim

I've submitted a Critical Illness Claim on the 26th of December 2012
I was promised an answer by 25 January but Kim was apparently off sick.
I've got 3rd degree Cancer and should be paid 75% of the policy.
What is so complicated about this claim and why does it take so long?

Also a Mr Jade says he'll phone back but never does.