Frustrated with Innovation Group

I am truly getting frustrated with Innovative group and ask myself why Nedbank is using them for its clients. A dealer sent a claim on my behalf last week friday 14 September 2020 and ever since then there is no feedback. I called them today to follow up and the people at the call centre also do not know whats going on you have one person telling you to hold and 10 minutes later same story. This is very dissapointing as nothing moves and no one is bothered.