Poor poor service

I have submitted my claim the 13th of September 2024. I received 2 sms messages one with a reference number the other without. I phoned multiple times everytime I get the same response my claim is waiting to be finalized.. today I hear my ID document was not submitted with the claim and it was i have proof of the email as well as all the documents submitted. It was now apparently received but i did not email it again. I was informed to phone them again in 10 working days which will probably have the same response. I feel so disappointed in the service I have received this far.