Unfair customers service and false hope

I am sending this on behal of my wife who is waiting for claim to be settled the claim is approved but she is given the run around for her claim only once someone has contacted her otherwise she have given out almost hundred rand in airtime the claim has been approved since 30 november 2020 that is before your collection process changed to the sms procedure which take place 8 December 2020 again we called thats when we were told about this again we given the run around then we calledon the 10 December 2020 thats when we found out about the sms procedure and still we waiting for an sms as the last consultant told us today that when it gets updated we have to wait each time for 72 hours and prior this we spoke to someoneyesterday saying that we can call again today if we didn't receive the sms so we waited forthe phone to be delivered then now the sms we made effort to pay the excess but we getting messed around pleaseassist in this matter as i am very disappointed i feel like adding to the list of complaints on hellopeter.