FNB Hospital Cashback plan claim

I had a substandard experience in submiting my hospital cash back claim. All documents were submitted on the 11th of October 2023 and till today I haven't received any feedback and there is a lack of communication from the assessor's. I have been making calls for updates and I've been pushed from Pilar to post, as a result I was interviewed by the forensic department, reason being that I increased my cover and I was not aware that there are terms and conditions for making changes in my. So I felt like I commented a crime for the changes that I made. I am the one who's been calling for updates and I have been getting the same response that my claim is with management. However when I called in on Tuesday on the 7th of November 2023 I was told that my claim was sent back from management to the assessor. May I please get a reply as soon as possible because I feel like this has been dragging for quite some time.