Horribly disappointing

If a minus rating was possible, I would rate that. Utterly disappointed at the level of service received from the claims department. I submitted a claim for my mom on the 13th of May 2025 at the Moreleta Park branch, their service was impeccable. On the 13th of May I received an email about a missing document, which I emailed on the 15th May 2025. Since then every time I call the call center, a junior agent takes my information and tries to follow up with a "Thandi" who is supposedly responsible for the claim but never seems to be available or is "too busy" to respond to the queries of the junior staff until a supervisor intervenes, which hasn't helped much. Every time the poor agents apologize and assure me that all documents were received and the claims department will process the payment within 48hrs. I've been calling every second day since the 15th of May with the exact same result, just a bunch of apologies and empty promises that the claim will be processed. Each call averages 20minutes, with my airtime. It's very frustrating when you're dealing with a service provider that fails even at communication, that's just unacceptable. I just don't understand what's the delay because on the self service portal it shows that my mom has been updated as "deceased", if that was updated why has the claim not been paid yet? Then while you're frustrated at the level of service, you get an email about an increase of premiums, do you know how frustrating it is to be told about premium increases when a claim is still outstanding??