Unsatisfied customer

I have a credit card with african bank of which im paying for a credit life insurance, the insurance covers for short time and all sorts of unforseen events.<br> I am currently working short time, since june have logged a claim for insurance and to my surprise im being sent from pillar to post, every time I make a follow up new information comes to light, ,information I haven't been told about before, they keep telling me to fax my documents and a few days later they say they cant find them even now no consultant is telling me how my claim will be resolved.