Bad Servuce

My uncle submitted a claim for my brother who passed away 2018 and we recieved sms's in Sept when i called this month following up was told that i am not the claimant my uncle must phone i told him his old and leave in rural arears they requested for Affidavit and our copy of id which was done and sent. I called and was advise that person dealing with the claim is Sandisiwe Mthongana ***. i called her and she told me that person that is now busy with this claim is Nangamso Genge ***. i have been calling Nangamso since friday she is not picking i called Sandisiwe again now now and she asked her collegues if Nangamso is at work and she was told yes and she told her to pick up the phone she transferred me to Nangamso still she did not pick up. i called reception and requested for manager from claims dept *** no answer. This is very bad service it is pathetic we using our resource wasting time but we not getting any help and its frustrating .