FNB Life Retrenchment Claim

I am writing this on behalf of my mother. She was retrenched en of July. She took out policies with FNB to cover her overdraft, credit card and revolving loan in cases like this. She went to FNB Safeways on the 08/08 to complete the forms, and the branch send it through to the H/O. She called them on the 10/08 to find out of they received it and they said yes, but the owner said he wasn't able to speak to them, she then gave them the office number for the HR department. she called them again on the 15/08 first they said they couldn't get the forms but then she asked them to double check and told the date it was sent, while she was holding they located the forms and Dipuo is handling her claim. on the 17/08 she called to follow up and was told that there is no notes that Dipuo phoned the office, and they can't ask her as she is on leave but they will get her to call. She never did. my mother called today 22/08 3 times. first they said there is no claim, the second time they said she called the office but there was no answer and the third time they told her Dipuo is busy but they want her claim number. she advised them that till date she haven't received a claim number. She then called FNB Saveways to see if they can assist, they went onto the system and said the last confirmed action was on the 10/08 and nothing else has been done on her claim since then.. I think this is very poor service, especially if it is paid for... Number called ********** 772 (option 2) ID number of S.Smith (Van Der Westhuizen) ********** 009088