THE WORST service ever received for an insurance claim (Retrenchment cover)

When we bought our house we were told by the bank to take out death and retrenchment cover.

So in April 2020 I got retrenched and put a claim in. I complete the required forms and all the additional documents they required and send it to them. A month later nothing happens and I enquire as to the status of my claim just to be told that there's a 3 month deferment period, meaning that for 3 months I have to send bank statements and a affidavit declaring that I am unemployed. Only AFTER the deferment period will my claim be processed. And to boot, I still need to pay my insurance premium during that period.

At the end of July my deferment period was over and I send the last of the documents on the 30th of July, or so I thought. Last week Monday, 3rd of August, I receive a sms that the documents have been received but that they require a written explanation as to certain funds that came into my account. I write the letter and send it that same evening. But before I write the letter I phoned the claims department just to ascertain as to exactly what is required and I was informed that once the letter is received it will be attached to my claim and I should have an answer as to the outcome of my claim by the end of the week, 4 working days.

So I receive an sms on Saturday stating that my claim documents have been received, so I don't think anything of it. I phone the claims department today, 11th of August, to find out what's going on with my claim. Just to be informed that my claim is only being processed now because the additional letter I had to write was only attached to my claim on Saturday, 8th of August, and 4 working days are required for the claim to be processed.

So now another week will probably go by without a definitive answer and in the meantime I'm still without an income. I am well and truly speechless as to the way IUA treats me with regards to their claim process. I didn't receive a severance package and I am forced by the bank to take out this insurance and now when I need it I have to wait because the goalpost are being moved all the time. And when you complain the person on the other side of the phone just says 'well that's the process'.

Furthermore, as I was typing this, I was waiting for a call from the manager/supervisor...