FNB - How can we NOT help you?

I have never been more frustrated or disappointed in FNB service as I have been now during the COVID-19 pandemic. It has been TWO months that I have struggled to get my claims for credit protection finalized. I have app**** and submitted my supporting documentation on all possible platforms (FNB App, online, email, etc.) I have contacted the call center and this too been extremely challenging to put it lightly. Everyone I have spoken to has given me CONFLICTING feedback/excuses, not sure if this is because of the ineffective systems that FNB is using or possibly that the call center staff is not competent. Going to a branch is also a waste of time because they cannot assist and you are referred to an APP or call center. Why are held ransom by an APP that seldomly works for submitting claims or by call center agent that has no clue? My premiums have been paid over the years and now when its time to claim I am given the runaround? FNB you are failing miserably, instead of promoting COVID-19 loans, payout our claims! I request urgent feedback.