Claim for Matured Policy for Pay Out

Good day,

The reason for my review is that my wife was informed about a matured life insurance policy from ABSA bank. They requested copies of my ID, Proof of Bank as I am not banking with them and also a letter to confirm that the matured policy needs to be paid out. All documentation has been submitted on the 1st of December 2019. My wife informed that the Proof of Bank letter was not received. On the 5th of December 2019 all documents were resubmitted for the claim to be processed. On the 9th of December 2019 we phoned the ABSA claims department to follow up on the matter on which the consultant said that the matter is being attended to and that the claim will be paid out within 48 hours. On the 13th of December 2019 we made a follow up call as no funds was transferred into my bank account the consultant told me that the claim is being processed and will be paid out later that day. On the 14th of December 2019 we made a follow up call as no funds was transferred into my bank account the consultant told me that the claim was not escalated, she put me on hold to discuss the matter with her manager as it was Saturday and no one could resolve the matter and that she would call me back on Tuesday the 17th of December 2019, she even gave me her name and a reference number REF NO. 14/12/2019 09h31. On Tuesday the 17th of December 2019 at 08h48 we made a follow up call the consultant told me that the claim has been escalated on Saturday and that 500 claims have been affected and that the consultant who I was in contact on Saturday will call me back on Tuesday the 17th of December 2019, which didn’t happen. Everyday a lame excuse of some sort hope this matter can be sorted at the soonest.