Insurance consultants giving different fax numbers

I have been retrenched and called the insurance claims department on the 4th February, they sent me an SMS advising me to fax supporting documents to ***. I called around a week later to find out if they had been recieved, and I spoke to the same gentleman and he advised that he cant see as the fax would be recieved by a third party who im insured with and I should call back after 2 weeks but reassured me that they will handle it. This morning, 3rd March I recieved an SMS from FNB advising of my unpaid loans and penalty fees. I just came from calling FNB(Spoke to a different consultant) and they advised that they havent recieved any documents and that I should fax to the correct departmnent now *** the one that was SMSed to me he doesnt know it. I get communication only regarding transaction that make the company money, SMS, statements via email. Where is the customer service regarding insurance? Since a claim had already been made telephonic is there no system that prompts agents to follow up with clients? This is not the 1st incident where I felt unhappy with the customer service recieved at FNB, and I wrote an email to customer service, never got a response.