Sever stress and incurred debt from non payment of a claim. Multichoice Insurance NMS

My mother has been waiting since the 10th of March 2025 for her claim to be processed. This is the second time claiming from this insurance and the first experience was not different. Why is it that we have to resort to Hello Peter every time for a claim to be processed. We have submitted all documents abut almost a month later still no pay out and no communication from Multichoice. Your actions has resulted in her incurring additional debt in effort to cover the funeral costs that would have been covered by this insurance. You have caused so much stress for an old frail woman who is already devastated by her loss.