Pathetic Service and Poor work ethic

I sent in my documentation with my signature as requested on Thursday 27 August 2015 for a claim settlement to be paid out and I was informed it would take a maximum of 48 hours to reflect. I contacted the claims department this morning to see what is happening as I have still not received confirmation of payment. I was informed that Mr Chokoe only submitted these documents on Friday even though I specified how urgent it was as I had to pay the people doing the job. I was also told that it was submitted and should reflect by tomorrow latest (01 September 2015). I then receive a mail from Mr Chokoe at 15h16 today telling me that they require my wife's signature as well, which I am okay with. What gets my blood boiling is that he only informs me about this NOW, did he not check the documents when I sent it last week Thursday? Did he actually submit it the Friday as stated then? Why did they not inform me of this when I called this morning??!! This is inexcusable and pathetic service. I get the impression he does not care as I sent him a mail at 15h56 requesting that he call me to explain and as at 17h55 still no call! Let me make a late payment then they will quickly respond!PATHETIC