NEDBANK INSURANCE GIVING ME THE RUN AROUND: RETRENCHMENT CLAIM

So I was retrenched on the 5th of August 2019 and received all my retrenchment documents on the 6th of September 2019. Once I had received all my documents from the company that I worked for I then proceeded to go to the Nedbank branch at Northgate mall to find out how I should proceed in terms of claiming for the retrenchment insurance. I then told that I needed to fill in the retrenchment claim form together with the required documents and send the documents to ***. Please note that even though I made mention that I am claiming for a personal loan and a credit card no one made mention that I needed to complete two claim forms (one for the personal loan and the other for the credit card). I sent all the documents on the 9th of September 2019 @ 8:44pm. Then I waited, no response from anyone to say we have received your documents and are attending to your inquiry. Then on the 12th of September I call nedbank insurance to find out what is happening with my claim, they tell me that I had sent the documents to the wrong email address and that I should send it to the *** email address. On the 12th of September 2019 @ 09h07 sent the documents as per instruction and waited for a response but nothing. The on the 20th of September 2019 I called again and was told that I must send one retrenchment claim document for the personal loan claim and one document for the credit card with the policy numbers. So I said why didn't anyone tell me this when I went to the branch or when I called on the 12th. Apparently if its not two separate documents and on the subject line if it does not have my policy number I was told my inquiry will not be attended too which means they receive my email and just press delete and go on about their day. ***** the fact that I have a debit order that will be going in a months time if this is not dealt with from my own capacity even though I have insurance. On again on the 20th of September 2019 @ 08h55 I send the two documents with all the other documents required to the *** email address and wait. The following week I call nedbank again to follow up as I have not heard anything a Lady on the other line tells me that they have received my documents just that there is a back lock and will be attending to inquiry and that I should tell Nedbank personal loan that I am waiting for the insurances feedback. I do that I get told that I am still liable for my debt until the insurance pays. So its my fault that there is a back lock and that my claim can't be attended too. 1st of October 2019 I call again to follow up on what is happening on my claim I speak to a Gentleman by the name of Malesela who tells me that they have not received my documents and that the claims email address sits in Durban and has not been captured. So you get told where to send documents to then they just sit there. Some one in Durban clearly needs to get fired for their level of incompetence. I had to send my documents again to *** for this guy to attend to my issue. Still no feedback by the way on the way forward and if I will be reimbursed for the money I had to borrow from Family to pay my personal loan and credit card while I wait for someone to attend to my documents. NEDBANK I WANT THIS SORTED OUT AND REIMBURSED FOR MONEY OWED TO ME. CAN'T BELIEVE THAT I BANK WITH YOU WITH THE LEVEL OF ********** SERVICE. ADVISE FOR ANYONE THAT HAS INSURANCE WITH NEDBANK, LEAVE NOW OR YOU WILL REGRET IT