Frustrated due to Lack of Service

The service provided by Alexander Forbes is extremely shocking. A reputable company that is expected to be providing world class service is giving me excuses that is very dissappointing. I've been told that my claim has not been paid to me due to management not being available to approve the payment as the relevant person is on leave. How can there be this kind of back log at such a big organisation? This setback regarding a simple request cannot take more than48 hours. How does AF intends to regain the trust in their customers. It seems like AF has an easy process to collect money but quite a difficult process to pay money...which has caused frustration and stress to their customers.