Claim declined/No feedback

I resigned from my previous employer and submitted all my claim pack documents for processing at Alexander Forbes. I received a sms confirmation stating that my application is now being processed. Weeks and months went by and I eventually decided to follow up. Upon speaking to a Ms Gwebu from the call centre she then notified me that my application has been declined. The reason being my surname on the bank does not match my surname on the claim pack. I was not called and notified of this and had I not followed up, I would've waited indefinitely. Bad service !!!