Unacceptably bad service

I submitted my claim in the two-pot system on the 4th of September 2024 and haven't received a response from them whatsoever after that until I called them only to be told that they require a further completed form from me. This form was submitted on the 11th of September 2024 and I am still waiting while my colleague in the office who claimed after me got their payment. This is absolutely unacceptable! If this is the way NMG treats their customers I think I should cancel my policy with them! I tried to call them last week and was holding on for 1h24min. I also tried to use their WhatsApp no. It only says "this service is feeling the pressure.... please try again in a few hours." Ridiculous!