Failure to deliver to your clients

I am a Sanlam Gap client. I submitted a claim on 04 Jan 2021 for a procedure for my son done on 15 Dec 2020. I submitted the required claim form and supporting documentation for processing. I was requested by Sanlam to send through additional documentation on 06 Jan 2021 which I did same day. Since then I have been calling the contact centre requesting updates from service agents. Unanimously all service agents have been informing me that additional documentation is required, however upon further inspection with them on the phone it becomes apparent that the documents they are requesting have already been submitted. According to Devrin my claim would be escalated to management as there should be no reason why it is not approved. However, I am still receiving emails from Sanlam requesting additional documentation. After calling the contact centre every day and speaking to multiple consultants (Enrico, Tyron and Lesego) the same answers are given to me: that additional documents are needed, only to see that all the requested documents have been submitted. Lesego assured me that she would phone me back after looking into the situation, which she never did. I emailed the manager Katlego Seabi, to request assistance and for him to call me on 03 Feb 2021, and I have not from him. This claim has been outstanding for over a month now and I am disgusted with the lack of professionalism, competence and interest from Sanlam. I am a paying client and have the right to demand that the service provided to me be at a higher standard. When the manager himself cannot take the time out of his schedule to contact a client, then it is a clear indication that the culture of the institution is against its own clients. I will be cancelling my Sanlam policy and escalating this further.