Revolting service

I submitted my claim forms on the 27th of November 2019 and still have not been settled. This is revolting service from NMG I called NMG two weeks ago I was told that the consultant has not worked on my case and there is no feedback I was also advised that Discovery Insure as my previous employer only submitted my forms on the 8th of January when I served my notice in December I find this really disturbing and frustrating that my claim is not a priority to the company. I called in again today and spoke to Skhumbuzo I was on hold for some time he didnt seem to know what he was talking about till he put me on hold to discuss the claim with the consultant dealing with it by the name of Chipo after some time he returned to the call only to tell me that she was not in and the disinvestment of my funds was only done today I asked why this took so long when he rudely told me he wouldn't know as this was not his claim. What was being done all along leading to this day? had I not followed up would the disinvestment been done today? I am very frustrated and stressed at this point I need this to be escalated ASAP!! there is no communication from NMG as they claim to be the best and for the people I beg to differ cause one has to fight before they receive what is due to them.