No feedback and losing documents

I made claim on 31st of august after a week of not getting any response I called and I was told that they can not find the fax I sent so I had to resend. Another week later I called again for feedback and was told the same thing. The guy I spoke to on the 23rd September told me he found it and will put my claim through on the 25th and contact me . After not hearing from him I called head office and asked what the delay was they said they would look into it and give me feedback. Yet again no feedback I called again and spoke to thato M who told me to email my documents so he could assist me from HO after 3 days I called back and he told me he was having a problem with my claim and escalated it to his manager \Israel"from the 31st August up until today the 10 October I have not received my claim and Head office is of no help. PLEASE ASSIST ME. """