Poor and blatant refusal to finalise a claim.

So, about 4 or 5 months ago, I lodged a retrenchment claim with FNB since I have an overdraft and policy to cover such instances. Till this day the claim has not been attended to and FNB keeps informing me that the case has been escalated. Today, the 06 of June 2023 I'm told by Mr Ntsako at the claims department that he cannot provide his surname to clients, meaning clients cannot even identify the individuals provide advice.