Nedbank Insurance service

On the 6th of July 2023 I lodged a claim with the Nedbank insurance department for a lost cell phone. To this day my claim has not been paid out even after numerous telephone calls to the insurance. Yesterday I was told that my claim was being processed by Lerato Mthembu and now Delisile Dladla has taken over. I do not get any calls or feedback from them on the progress even after involving my private banker and Delisile's manager Fanci. I have had the worst experience and I am frustrated.