Poor service on Claim

I am in the unfortunate position of having been retrenched. I have religiously paid balance cover for retrenchments on my credit card. I submitted a claim on the 24/06/2025 and was told that there is a 7 day turn around time to finalize the claim. I followed up again with another email on the 04/07/2025 to find out about progress with no response. Today is the 08/07/2025, so I called to find out what the issues are, and I'm told that they need a copy of my ID (the bank does not have a copy of my ID??) and they are still to verify my retrenchment with my ex employer. It is 11 days since my claim and the basics have not been done. Come on Nedbank, please do better! Especially since I pay these instalments regularly and on time and now that I claim I get the worst service. Very disappointing!