NO communication

My sister did a death claim and was told 48 working hours, she was then told that her claim has been sent for investigation. they promised a manager call back under the SLA between now and when the claim will be paid. she had to call back again to get feedback. We need this money as she needs to contribute for the funeral arrangements. the least you could do is advice of the sla and when the claim will be paid and the management called the was requested. Can we stop hiding behind consultants as if managers can't take calls? Please call her Urgently HER plan or policy number is FI***