How Long it Take for Insurance Claim to Credit into CPF

There is no standard of service in the CPF to credit the insurance claim into the owner CPF medisave account. Recently there were 2 cases happened to my mother. First one is on Sep 16 when the insurance company had issue a claim payment to my mother CPF medisave account. Waiting for 3 weeks and checked online and the money was not in until I send an  email to CPF then it immediately credit in.

Second occasion was happened in 1st November when the same insurance company had issue a claim payment to my mother medisave account. However after waiting for 4 weeks, the money still not in until I wrote the email to the CPF. Immediately on the same day that i wrote the email, the money was credited in.

I wonder is it the standard operating procedure in the CPF that we need to write email to them to enquiry then they take action. If not how long will the CPF need to take to do the process.

I have asked the question on how long the CPF need to take to process the claim credit but till now no reply from them.

PS - Manage to find the service standard for the CPF https://www.cpf.gov.sg/Members/AboutUs/about-us-info/service-standards-for-members/healthcare

Healthcare Matters	Manual Transaction		E-Transaction
Medisave	Not applicable		We will pay the hospital by the  3rd working day from the day we receive your claim from the hospital
Reimbursement from Employers/Insurers to Medisave	We will credit the reimbursement to your Medisave Account by the 14th working day from the day we receive it together with all necessary documents		We will credit the reimbursement to your Medisave Account by the 5th working day upon successful submission

However the above 2 cases already clearly indicate that the service standard by the CPF is only on paper only.