Disappointing service, let down and no follow ups

I am a member for over 20 years, without ever falling back on any premium. But when I need them the most, they refuse to help. Their excuse is that the time has lapsed. It was not my fault that the time had lapsed, but the carelessness of their staff who had continuously lost my documents and this delayed the process. Because of their inefficiency, I am losing over R100 000! Worse is that they don't even respond to me when I try to get help. I even tried yesterday, but they just ignore me, so I had no choice but to turn to this platform. I am utterly frustrated and disappointed with legalwise! Sadly, they seemingly have no interest to resolve this matter.