Delayed claim

We are having a huge problem with the Nedbank branch at BT Ngebs Mall Mthatha. We opened an investment called Nedgroup insurance in 2014,this year since October we have tried claiming it 3 times. At one time we were told it was not done properly, the consultant misspelled the surname. No one informed us untill we rechecked a month later. They had to reclaim in November, till now nothinf. We went to check, we were told the consultant who made the claim was absent and no further help was given, obviously if the consultant dies no today no one will be able to help us. This is such a bad service we are getting from Nedbank. Unacceptable!