It's taken a month and I'm still waiting for claim

I had send my documents through Alexander Forbes supplier Fed Ex on the 21st and let Kim Monyebodi know about it since she was the consultant I was dealing with. I emailed further docs and got no reply from Kim. I get an email on the 29th from Fadeela Osman asking for my documents. I had sent my original registration and spare keys and they tell me the package can't be found! I have had to follow up with her constantly and she promises to give me feedback and never does! Shocking! Now my rental will run out and I will be stranded bc Alexander Forbes can't receive a package without losing it!! I am so angry. Don't use Alex Forbes. They have been shocking from day one with the sales person quoting an incorrect excess. Pathetic. I'm cancelling my policy as soon as I can.