Bad Customer Services as usual

I submittted a claim on the 3rd of September to Sanlam Trust , They came back to me with a reference number in ackowledgement of the claim, Also saying I must give them 7 to 10 days to finilaze the matter , By the 18 Septermber I decided to follow up seeing the none response from Sanlam . Firstly I called them and the calls were being dropped and then decided to send a mail . Thier response to the mail was that the mail I sent on the 3rd didnt have an attachement , My question is why did it take 11 days for them to realise that there was no attachement , Secondly why did it take for me to send a mail for them to see that the mail didnt have an attachement . Lastly I went back to my sent mail to see if indeed I didnt attach anything and I can confirm that my mail had an attachment , Secondly outlook does remind me when you send a mail and there is no attachement , Service from Sanlam has always been like this , poor and inefficient , Lies and no accountability