Retrenched but claim not sumbitted after 2 weeks

I was retrenched the end of October which I emailed to find out if I have the insurance on my account and I was informed yes and to submit documents. I did so and handed it to the store manager who confirmed she would fax it through, and till today nothing was ever submitted. I called the insurance department and spoke to Sharon and she confirmed that she received nothing and I must go back to the store. I tried to call the store and their number *** has been engaged since Monday and the alternate number *** give by the call centre does not exist. What really shocks me as that nobody in the store knows anything about how to assist with a retrenchment claim let alone the manager and therefore I feel the need to be given the necessary training. not even the call centre can assist because each time you phone you get sent from pillar to post or the call is just dropped in your ear. Bad service really and I did not expect it at all!! please can you look into this matter