Disappointed To the Core!!!!

I'm utterly shocked and disappointed by the way Alexander Forbes handles their clients. I'm so drained and I don't think I can take it anymore. I was admitted in hospital for 5 days and sent numerous emails from my hospital bed about my claim but no one is coming back to me, worse when you call they tell you to give them your ID number and send them your ID copies (when they have those documents already) and tell you to hold only for those consultants to hang up on you! On their mobile app it says the money has been paid out but I have not even received a cent!!! The last time I was told my bank rejected my payment due to a validation process. Why is it so difficult to get assistance?!!! Why are you treating people in this way?! Must we involve the Media to get your attention?!!!