American Heritage Insurance review: Explain to me why this has taken so long

I filed two claims under my SHOP benefits with American Heritage (Allstate), policy number 55BN373815. The first claim was for my wife's Leona A. Gonzalez (now deceased) hospital stay at Holmes Regional Hospital in Melbourne and the second claim was for my wife's stay at Viera Rehab Hospital. The reason for my complaint is due to lack of follow thru from Allstate throughout the claim process. The status of the claims indicate that all information was added to a previous claim and the other is in process. I have called twice and spoken to a supervisor. The first call was about 10 days ago, and she indicated that she would notate the account so the claim process would be completed. Her comment was that the process was way pass the required time for the claim. I called again this morning to speak to a supervisor and I was able to speak to Courtney. She indicated to me that they had questions about the UB04 form from Viera Rehab they had received and that they had reached out to them with no answer. My previous conversation 10 days ago was that they requested medical records and those had been received. Normally for them to pay the claim they require the UB04 form, which in both cases has been submitted.