No response on claim

Waiting for more than a month now for feedback on my claim on my debt protection policy with FNB. They have a turnaround time of 14 workdays, but it is already 26 workdays. They also dont let you know if they need more dokuments. If you dont phone them, you will never know if there is a hold up. Every time you phone to follow up, they just tell you they are beind and can never speak to a supervisor or the person actually dealing with your claim. They are quickly to sell you policies, but when it comes to claims, you wait forever and dont know if they are going to ever respond on my claim. I also have a funeral policy with FNB that i have been paying for more than 15 years but it just dissapeared but they still deduct the money from my account. Policies are a no go with FNB.