Submitted a claim and now being given the run around!!

Very unprofessional behaviour from this company. Firstly i never chose them, it was wesbank. I took out a cash power loan from WESBANK and was sent ONE!!! set of policy documents only at the beginning. I registered a claim for loss of income at the beginning of August. I uploaded the documents required including the only set of documents i received from WESBANK! after sending numerous emails to IUA, i received a pathetic response from vuyokazi mbene requesting my loan agreement from direct axis! from which planet am i suppose to get that from when i sent you all the documents i received from WESBANK for my cash power loan! You respond 14 days later and then delete the only documents i received from wesbank which i uploaded to your system! what kind of a business to you run and how does FNB expect us to use a company like IUA, that takes our premiums and does nothing! What is going on???? 17 days for a claim and still nothing? now you ask for a direct axis agreement! My loan was done with wesbank cash power and i sent you the documents!