Escalation Required: Delayed Claim Submission from 17 December 2025

I am writing to follow up on the claim I submitted on 17 December 2025. At the time of submission, your automated system, as well as the agent I spoke with, advised that the processing timeframe would be 6–8 weeks. I also confirmed in December that all documents were received. I was told that my information could be retrieved using my ID number and that the M***1 reference was not required. When I called again in January, I was informed that the documents were indeed received, but that I now needed to allow 8–10 weeks for processing. However, when I contacted your offices this week, I was advised that the claim has not been processed due to a backlog. This is concerning, as I have consistently called to ensure that my claim was captured and progressing, only to be given conflicting information each time. This raises the question of which information is accurate, as the feedback I have received has been inconsistent. Additionally, I have not received any email confirmation from Alexander Forbes, only an acknowledgement from Tracker confirming that they submitted the documents. This lack of communication is causing further uncer*****y. I therefore request clarity on the following:

Has my claim truly been captured and processed? What is the accurate, realistic timeframe for completion? Why am I being asked to wait longer due to delays caused by internal inefficiencies or backlogs? Why was I repeatedly told that the claim was received and progressing when this now appears not to be the case?

I kindly request urgent and accurate feedback, as the ongoing delays and inconsistent information are unacceptable and have caused significant inconvenience. out of all the calls since Dec, I only received 1 reference which I forced even when I was told an email will be sent to admin team for update. and will receive communication within 3 working days Thank you.