No service from Claims dept and *********** staff

Summary of events: 1. Submit claim on 8 Aug for Credit Life insurance due to retrenchment. 2. Received 4 sms' and 2 mails requesting documents already submitted. 3. On 30 Aug I call contact centre AGAIN - speak to a DIEGO. He informs me that claim has been approved. I was never informed about this! However, claim only makes mention of 1 loan, not both. 4. Debit orders still went off bank acc on 28 Aug, yet he states policy paid out! 5. Diego was unable to access all info due to "system issues". He promised a call back by 5pm - I am still waiting!