Service Complaint: Delayed and Poor Handling of Claims

I am writing to express my dissatisfaction with the service I received from the claims department, specifically from the agent identified as Xuma/Chuma. My claim was not handled with the seriousness it deserved. Throughout the process, I made several follow-ups and was repeatedly assured that my case would be resolved within seven days and that I would receive an SMS confirmation regarding the outcome of my claim. However, on the seventh day, I received no feedback or communication at all. I had to contact the department again, only to be informed that my claim was still pending. To make matters worse, on the very day I was supposed to receive feedback, I was suddenly asked to provide additional information that had not been requested earlier. This caused unnecessary delays and frustration. The lack of clear communication, inconsistency in information required, and failure to meet the promised timelines reflect poor service delivery. I am extremely disappointed with how my case was handled and expected a more professional and efficient approach.