Does Edcon know what their customers have to deal with??

Due to a temporary loss of income, I called Edcon and Jet to ask for documentation so that I can make a claim while I am not earning my salary. They advised me that although Edcon was taken over by RCS, I need to claim through Hollard. I was sent the forms and forwarded all requested documentation to given emails on 30th July. I received an SMS stating a "decision was made on my claim" on the 07th August. It took me over 3 weeks to get through to Hollard, lengthy waiting times are absolutely ridiculous, most days waiting 25 minutes to speak to someone. I don't believe all the consultants are actually working from home. Eventually getting through to Hollard, I was advised that my claim was rejected and I need to submit an updated bank statement. I sent that through. I get the email responses saying a consultant will get back to me "within 2 business days" .. what a joke. That was 11th August. Today, 17th September, I receive my new Jet statement on email, attached is a letter from RCS collections... So I call them and I get the phone dropped. This is absolutely pathetic. Does Edcon even know who handles their claims? RCS? Hollard? Because getting through to anyone is a futile attempt. I have contacted the Complaints department at Hollard, and that was even more pointless.. So please, kindly let me know who EXACTLY am I supposed to be contacting for this claim, because it seems no one knows what they are doing at Edcon, RCS or Hollard.