Poor claims experience -claim number 778/865377

Could someone at Momentum please update me on my claim.My husband was involved in an accident on the 6 November and the vehicle was written off.On the 17 November Vista sent consent forms which I sent back on the 18 November.I received a call from a lady named Girlie yesterday requesting these same forms which were sent last wednesday already,she promised she will send me an email yesterday the 24-11 to arrange for someone to collect the spare keys and whatever other documentation is outstanding.I called to follow up yesterday and was advised that there is a problem with her line and they will send her a message to call me back still waiting for a call back and an email.I need this claim finalized and for your couriers to collect whatever you need to finalize the claim.Momentum just has poor customer service and only seem to resolve issues when reported on social media.