Bad service

I have been trying to get answers from Alex Forbes regarding my claim and each by email I was told documents were received and it will take 4/6 weeks but I have no idea from what date because I struggled to get them to confirm documents were received.I spoke to a Kabelo last Friday who picked up that there is a delay but can’t tell me why considering all documents were received. She promised me a call on the same day as she needs to get this checked.I’ve been waiting since. I emailed twice after that call about this and there’s not been any response. The worst experience EVER!it shouldn’t be so hard.