Poor service skills

Im currently busy with a divorce settlement claim with Old Mutual superfund and the service is poor. They dont let me know what documents i need to submit. On Monday i phoned to hear how far is my claim and thats when i was told i need a notice of registration from Sars, i mean come on, they have my email address aswell as my phone number, they couldnt inform me that i need a document from Sars. They also told me thats the only document outstanding to process my claim, i got the document on Monday and sent it to superfund thinking that i will be paid.

On Wednesday 30th March 22 i phoned them again to find out whats the status of my claim, only to find out that they only send it to their legal department yesterday, whats the next procedure i really have no idea or how long legal takes to see if the documents are binding to the policy(i have no clue what that means).

The staff should inform clientd from the start which documents they need all at the begining of submitting a claim because they dont inform when there is outstanding documents,

Im sure its at legal now and this will take another week or two before they pay out,

They should train their staff to treat claim as urgent and give feedback to clients.