Rot starts from the top

Worst experience ever. To date, it's been a month since my claim was put it in. Initial conversation asked for documentation. 1 week later, Asked for the same information due to them "being unable to open the documents and images". Another few days passes, please send more documentation that was neglected to mention. Instead of contacting the supplier, *I* need to get it. To get ANY info, I need to initiate emails or calls, and only get the statement: Claim still hasn't been approved. Again, I was told I didn't send the correct information.

Contacted the office again, and calls got ended without answer. Spoke to Supervisor, he cancels call after debate. Emailed MD, and no response. Seems like the rot starts from the top, and I'm still out R11,000