African Bank customer services id serious ****

The claim was sent early January 2025as an extension since I am still on cancer treatment, following numerous SMS from African Bank that I should send documents, which I did. On 14 January, African Bank confirmed that the claim, is being processed and the turnaround time is 30 days. On 27 January I called again to follow up after several unanswered emails,and I was told that the claim has been approved on 13 January and the payment will be done shortly. However, up to now no payment has been made. African Bank debited me even after their confirmation that the claim has been approved. I callled today and I was told, I have to do a new application because that one is no longer there, Ian’s I don’t where. What a **** is that really? Why do we pay for insurance if we have to suffer when we need it the most