Claim submitted 5 weeks ago - NO response

I submitted a premium waver from Dial Direct for my deceased father in law on the 1st of November 2018. Documents was received by Masixole Joko. I sent an e-mail on the 5th of November to enquire whether everything was in order and he responded that it was. The debit order still went through for December even though it's supposed to waved for 6 months? I sent Masixole an e-mail yesterday (Monday 3 Dec) to ask what's going on. Still no response from him. I phoned Assupol this morning (4 Dec 2018) at 07:40 to do an enquiry. Unfortunately I didn't take the agent's name. She told me that nothing was done after the documents were received and that someone will phone me back (took my name and details). It's now 2 hours later and no one contacted me. This is totally unacceptable, who should I contact next??? As no one gets back to me or can answer my questions. My mother in law is depending on the outcome of this claim. My contact details are ********** 936. I truly hope that someone can sort this out ASAP.