3hr turnaround time??? A joke

My mother took out a 1Life funeral policy through a broker in 2019. One of the beneficiaries passed on and I helped my mother with submissions. First submission was on the 17th of September, didn't get any feedback. I then called in a week later, only to find that my submission had reached the wrong department. After being transferred from one person to another. I got through to Lerato who tried assisting but I got no feedback still after she had tried to intervene.

Two weeks later, I call in and got through to Pamela who claimed that she could not trace the docs submitted. I resent them to her directly and that was it. When my mother called to follow up, they mentioned requirements they did not bother to email me about. How does a supposed 3hrs claim payout turnaround time work?? I need feedback. I have again this morning sent an email to Pamela, hoping to receive either feedback or a call from my mother confirming receipt of the money.

Would like to hear from your team.

Thanks.