After having submitted all the requested docs via email and whatssap twice already in April and called in to confirm receipt

After having submitted all the requested docs via email and whatssap twice already in April and called in to confirm receipt. Almost a month ago. I'm only getting through to Thandi ( from the third party claims) today. And guess what ?? She doesn't have all the docs and claims to have escalated my claim to "Management" ( Tshego and Annika) for approval. How does this work that documents disappear in the process ?? Can someone please intervene and resolve this issue. I'd like to put this behind me and move with my life. I have been going back and forth with Prime since March already. We are almost in June. I've had to beg a call center agent to push Thandi just to respond on mail. This was on the 4th May, after I called the whole of April without getting any response from Thandi. Can Annika or Tshego please step in and take over ??? I have sent another email today.