Rude, horrible people with no care in the world

My brother passed away in March 2025. His beneficiaries completed the claims form and submitted it in July. The claims reference (M***7). I followed up since July, received little to no feedback from Hlengiwe Ntuli (Alexander Forbes Claims person). I logged a complaint (CCCO-4085) at the end of August 2025. I received a reply from Lebohang Kgasi (Client Liaison Officer) telling me that the complaint will be investigated, and I will receive a response in 5 days. On 21 October, I got an email from Hlengiwe stating that they are still waiting for the insurer, and she has escalated it with them. 5 days came and passed, and the Complaints department gave no response. 29 October, I followed up again, and received a rude email from Hlengiwe, stating that she told me that she would get back to me when the insurer has feedback to her. If she is quiet, it means she hasn't heard anything. The Complaints department (Lebohang) responded on 1st November, saying that they will follow up with the claims department and revert on 5th November. Until today, we have not received any response. It has been almost a year, and we know nothing about my brother's claim. We don't know if it will be paid out. What's the holdup? How long should the claim take? We have just been left in limbo.

The prolonged processing time has had a serious impact on the beneficiaries, who are currently unemployed and struggling to meet their basic needs. May you please provide a confirmed timeline for when the claim will be fully processed and finalised? Having clarity on this will greatly assist the family in planning and managing their situation during this difficult period.