Unable to finalize claim

I've been trying to do claim for my child's education plan since the 13th of December at Bridge City Mall branch in Durban where i was told the claim is done and that I must wait 5 daya for a payout. When I went back to do a follow up the manager told me that the claim was not initiated at all. He then restarted the process and I was required to bring additional documents that I was not told about on my first visit. I could not go back to the branch cos I had to go back to work. I contacted the call center for assistance and now the requirements are completely different from what the manager told me at the branch. Now I keep on emailing and getting references to send additional docs and you're also asking for the documents that I have already sent. The amount of incompetence in this organization. Someone must please contact me and tell exactly what I need to do to finalize this claim cos I'm tired of the back and forth that is happening.