Income protection- Claim payout not processed- No assistance

I am logging a complaint on behalf my sister Cindy Oliphant. She submitted her details for her income protection claim pay out on the 17th of July 2025 and to date no response or assistance when she calls. Please contact her on her number on the system that you have for her. This is so frustrating. She waits 10-15min to speak to someone then just to be told that it was the wrong number she called and finally got the right number.