Poor service and urgent feedback

I submitted a claim via the Hollard portal and, after five hours, called to confirm whether my documents had been received. After being on hold for approximately an hour, I was advised by one of the consultants that there was no claim showing on the system and that she could not locate any documents on the portal. The consultant then instructed me to email all the required documents to ***. I was further advised to call back after 30 minutes to confirm that the documents had been received and that the attachments could be opened successfully. I attempted to call back after an hour, but the call repeatedly disconnected. I continued trying until 5:00 PM without success. Since then, I have made several attempts to contact Hollard since 8am , but the calls continue to drop while I am navigating the menu options. What is even more concerning is that when I log into the portal, my claim status shows "Under Assessment", which indicates that the claim has been received and is being processed. However, when I contacted the call centre, I was told that no claim could be found on the system and that there were no documents linked to my profile. This conflicting information has left me confused and uncertain about the actual status of my claim. The level of service I have received has been extremely disappointing. I thought is the consultant job to call me of there's any outstandinginformation, and customers instead receive automated email responses advising that feedback will be provided within 24 to 48 working hours. This directly contradicts the instruction I received to call back after 30 minutes to verify receipt of my documents. This is not the first time I have experienced poor service from Hollard. The lack of communication, dropped calls, long waiting times, and inconsistent information provided by consultants are frustrating and unacceptable. Based on my experience, I would rate the service received as 0 out of 10. I request urgent confirmation that my documents have been received, that the attachments can be opened successfully, and that my claim is being processed. I would also appreciate an explanation for the discrepancy between the claim status displayed on the portal and the information provided by your call centre agents. I look forward to your urgent response and resolution of this matter as the funeral.is on Friday.