Lack of Customer communication is a bridge of the consumer act

Very bad customer communication. my elderly grand mother risjed during covid to go to their offices in Dainfern all the way from Soweto to send claim documents. They took her from pillar to post..days later my eldery grand father went to their offices again and still there is no proper communication to make the elderly understand what the process is ? i then sent them an email with all the claim documents as shown on their documents..till today no communication at all..last was an aouto responce of 72 hours TAT but today is day 5 still no communication...im now going to take this step if this doenst work to get a response we must contact our political leadership to look into this case..if this is done to us how many other people go through this!!!!