Poor Claim services and customer care

I submitted a retrenchment claim on the bank app and sent all supporting docs on creditlife email on the 06 June 2024 and also received acknowledgement email but today 13 June 2024 allegedly my claim was not received or processed.. I'm already under immense pressure and thought this process will be smooth but no, I have to call to follow up as I can see that the bank is not sending any correspondance since the submittion of my claim.

When Policy payments are made the was no issues but when I claim the are issues of no claims processes. If it cannot be processed kindly payback all the premiums paid to my loan since your in bridge of the contractual policy.