Pathetic Service from FNB Short term insurance

I Had a loss event ( house *******) on 21 July 2023, which i reported on the following Monday as the call center does not operate over weekend, I was promised to have the issue resolved once i submit all the information which was requested from me on 26 July, I submitted the information which i managed to collect over the weekend as i was working on a project in Rustenburg NW, and i live in Roodepoort. I received no feedback from the Agent handling unless i call them self, which is a clear sign of poor customer relations, I called weekly and mailed the Call center every second day as i was not receiving any return calls or emails. on the 13 Sept i was told by the Supervisor that my claim would be handed for validation (CIG), as the call center was unable to get hold of my caretaker who's statement was the last bit of information was needed to complete the claim. on the 15th Sep my caretaker was contacted by the FNB Short Term Insurance for her statement, by this time my claim was already handed to validation but they still they contact my caretaker. I managed to arrange a date with CIG for validation of my claim, on the 22 Sep and still have not received any further feedback, my question is, is this standard practice to let clients, trying to claim on a line while they have to deal with traumatized children and Caretaker, or what as a client Banking almost 12years with FNB I have never received such poor service, i can consider the service pathetic