FNB Life shocking service

I submitted a claim to FNB Life on 31 January, and resubmitted on 11 February, and phoned today, only to be told I should give them a reference number I received... I only received an automated response on both occasions, neither of them having a reference number. Now Thato says I can phone back when I do receive the reference? I think if I haven't received one by now, I'm not going to get one. I have never met with such incompetence in my life! Such a massive organization, and not a single clue! I also submitted a claim in May last year, and it was subsequently just deleted...