Really really really disgusting service

On the 06th May 2020 i submitted an insurance claim with FNB life, its the 27th May 2020 and i have not heard a thing from them, on two occasions ive tried to contact the call and on both occasions i didnt reach a consultant after waiting an hour on the phone. I called the FNB call centre and all they can say is its not there department, i asked for a manager to call me back but nothing..... Its 3 weeks later and heard nothing.... What kind of customer service is this.....