Bad service

I submitted a credit protection policy claim on 28 September 2020 as I have been retrenched on 15 September 2020. I received an sms stating that my claim is being processed but there was no reference number. I then received a second sms saying that a decision has been made on my claim and I should call ***. When I called in the first time I waited over an hour on the phone and when my call was finally answered the consultant could not find my claim and put me on hold, the call then cut in the middle of him helping me. I tried calling back but then it was another long wait, so I opted for Hollard to call me back. Up to date, I have not received a call as yet. Please can i have some feedback.