Poor service delivery

I had the worst experience of my life dealing with Hollard insurance I am not sure whether they are still operating or not, I made a claim on the 9th of May 2022 on behalf of my old age mother who has been sent back and fourth by these unprofessional ***** the person we last spoke to was noleen Smith 3 weeks ago and to my surprise they have deducted the policy this month and have still not paid a payout for the claim, the necessary documents were sent but still nothing has been done regarding this issue, what type of service is Hollard offering? Clearly this is a ******* and nobody is owning up to this nonsense it's business as usual. I am requesting urgent feedback as this case has been going on for too long with this bogus company and unreliable people who are employed there to lie.