Poor Service Delivery

On Friday 12 July I called 1life to submit my claim for my deceased aunt and I received a call after emailing the needed documents to *** the lady informed me that I should send a savings account statement not the flexible savings statement I have attached. I send the document to the same email @ 14:18 and now when I call the cal centre the lady tells me that they have not received the second email and requested that I send the document to the WhatsApp number this was today @10:00. She also mentioned that the payout will be done in 24 to 48 hours after the claim is deemed valid. My question to the lady was is it my problem that they did not receive the second email of my savings account statement and why should I be subjected to waiting for such a long time when I have proof that the email was sent on Friday 12 July @14:10 and she informed me that there is nothing she can do. The name of this lady is Raisha and I want to put it that 1 life should have called, emailed or texted me but instead I had to call them and now be subjected to waiting as if i did not send the document on time. Worse my claim is still not validated, this is my first claim and and I am not happy with the type of service from 1life they are intentionally strategically employing delay tactics as if I am not their client.