Appalling service from FNB's insurance (claims) department

On the 02 of January 2023 I lodged a claim for a ****** cellphone with my insurer FNB. I sent all the required docs to the consultant - Portia Thobejane. By the 5th of January I had sent all the required docs but got no update until I sent an email asking for an update on the 9th of January. She then rep**** saying that she has sent the claim to management and is awaiting their feedback on how to proceed. I waited after that until again I sent an email on the 16th of January asking about the turn around time as it has been 2 weeks with no feedback. The same consultant got back to me by phone informing me that my claim has been processed and approved and that she will send me a document to sign so funds can be released. I filled in and signed the form the same day and she rep**** confirming receipt and assured me that payment would reflect in my account in 72 hours. Yesterday (23 of January- almost a week after) I emailed her back as still the money had not reflected on my account, she apologized and told me that she is going to speak to the Accounts department, she got back to me by phone and assured me that the funds have been released and that by this morning (24th of January) it should reflect in my account - it didn't I again emailed her and she called me apologizing and I asked her to escalate the issue as this is ridiculous and pretty much disappointing. I have been waiting for an update from her since 9am today on the escalation- and still no money has reflected in my account. I am truly disappointed and appalled by the service I have received from FNB.