FNB Life claims chaos.....

I received an email on the 28th January 2022, stating that I might qualify for a claim on lost income during COVID under my FNB credit Life policy (which was compulsory to take). On the 1st of February I sent all the payslips and bank statements and a letter from the employer. As well as a uif ui19 form. Then chaos ensued I got reference numbers FNBREF#***, then #***, then #***, #***, then today #*** each time I am asked for the same information that I already sent. In fact I even sent them the policy documents from the underwriter. We are going into April 2022 now, but still no one seems to now anything.