Nedbank online claim process

Nedbank online claim logging is ridiculous. This is the 2nd time I have logged a claim online and when I call to follow up on the claim, there is no record of the claim. Even though I have a reference number and the PDF version of the logged claim. The claim cannot be traced and I have to phone in to log the claim anyway. Wasting a week of waiting and numerous telephone calls to resolve. Nedbank online claim process not reliable.