Horrible service from Sanlam

I took a personal loan from Sanlam via Direct Axis. it was easy to get the loan. i have been retrenched recently and called the customer care line to let them know. they told me that the insurance covers this case and asked me to send my formal retrenchment letter to ***. i did this and got an automated response that i will get feedback in 24 to 48hours. it's been 10 days and nothing from them. i call and get through to direct axis who say there is nothing they can do. i try calling sanlam and they push you from one person to the next and when you do speak to someone they say they cant do anything. i must send another mail to the same address. if they did not have the decency to respond the first time what makes me think they will respond now. is there anyone who can let me know what is going on. such poor service when it comes time to respond to a claim. it shows sanlams ethics in honoring their promises. i will always tell anyone not to use and trust Sanlam.