Poor service delivery

I submitted my claim on 22 Apr 2022 with all necessary documents but the consultant that assisted with claim did not scan all the documents and I had to go into the Kuruman branch again on the 25 Apr 2022 to resubmit the documents to be scanned. On 26 Apr 2022 I had to go and make a statement that declare that the deseased is the same person with ID number that was on the policy which was another mistake that was also made by a consultant previously that put the wrong name on the policy instead of I.d name and that time when policy was opened all I.D documents was submitted so the consultant should have rectified the mistake cause that's not how the name was written on the I.D document and here is my mother in law's funeral the 30th April 2022 and till today I'm waiting for the claim to be paid out