Insurance Retrenchment claim

Insurance Retrenchment claim

Good day, I submitted all documents for insurance due to Retrenchment in June 2020 to the Capitec Insurance department. In July 2020 I followed up as I had recieved no response, they stated that they have not received my email therefore I resent the email and cc'd in my mom to ensure that my email was working correctly. My mom recieved my email. In August 2020 I called in again ***. A lady by the name of Rashiqau said they have still not recieved my email and it could be due to Gmail blocking that specific email address. She then escalated the matter to her team leader from her own personal email address and said that it definitely went through. On the 18th of September 2020 *** I called in again and they had still not recieved my email containing all documents requested. They lady on the telephone said that she had send it directly through to the claims department and they would let me know by the end of the day if I am approved. It is now the 28th of September 2020 and I am still waiting for a response, I have been emailing the insurance department often but I receive no response. I know they are receiving my emails due to the collections department which has recieved my emails and tried to help me each time by forwarding the email through to the insurance department. The collections department call me and put me through to the insurance department and they reply to my emails. Due to the terrible service of the insurance department Capitec debited my account this month which is the reason why I was trying to get ahold of the insurance department all this time, I could not afford that debit to go through. This is frustrating, all I would like to know is if I'm approved for insurance and when will you proceed with payments please? Kind Regards, Janelle Prinsloo