Poor Complaint Management post insurance claim rejection

I have logged a complaint to Nedbank after an insurance claim was rejected on the 17th of December 2024. On the 18th of December the complaint was acknowledged and I've been sent an email informing me that should I wish to follow up on the complaint I should do. On the 10th of January 2025, I did a follow up on the numbers I've been given via an email. The number took me to Formal Complaints Department not to Ms Precious Sebabatso who is handling my complaint. When I tried to reach Ms Sebabatso only to be told she's on leave, nobody knows when she would be back and no one has any update regarding my complaint. I have asked the consultant I spoke to give me call reference, instead she wanted to register my complaint. I'm confused now since I laid a formal complaint to Nedbank but the Formal Complaint Department is not aware of my complaint. It's 17 working days after I have logged the complaint but I haven't been given any direction or update on my complaint. As a loyal nedbank client I do not feel valued at this point. I believe in the complaint procedure there is a a cluase that states that a client has to be updated on the complaint processes. I have lost hope on the Bank. I have asked the lady that I spoke to on Friday if Precious is on leave up until Wednesday should I take the complaint as being not resolved and she was not sure meanwhile she is working in the Formal Complaints Department. I need proper information so as to know if I should escalate the matter to the ombudsman.