Bad Customer service

I submitted a claim on clientele Wealth plan, policy number ***, more than 3 weeks ago. To date I have not received the payout and there has been zero communication from clientele. This is extremely frustrating and unprofessional. I spoke to Lerato libalo and sometimes If I do call they will say she's not at the office. I've provided them with all the required documents. I am requesting clientele to urgently: 1. Give me a written update on my claim status immediately. 2.Confirm the exact payout 3.Explain the reason for the delay