"Newbury medical practice "

I don't know how to write this but I dint had any choice, it was 10 times harder for me to write this as our gp staff are not been any help at all. I have been suffering from stress from past few months and this gp staff are making it worst then helping their patient. I had to quite my job because of my stress level so I had applied for my insurance claim, my insurance company wanted to check my medical records which they have sent a request on 28th of April and paid the money to gp on 30th of April. It's been more then 14days now still gp as not sent any medical records to my insurance company. I had a appointment on 12th of May with Gp I told them at time is it possible to sent my medical records they said they will do it, 13th they told me that person who deals with all claim is not working call them back on today. I called and asked for that person I know the person name but I don't want to mention it here, the person told me that he is still waiting for the reply from billing team so that he can send the request, I ask how long it takes because insurance company as already paid the money on 30th and still waiting for the records and it's hard for me with out the records my insurance claim can't be processed how I can I support my self or family. The person said it's above his pay grade he can't do anything till he gets the massage from finance department. This was not the answer I was expecting I am already in stress and broke it's very hard for me to deal all these things answer from the person made me so devastating i don't know what I am supposed to do now