Offline computers everytime Sanlam sky has to pay!

Submitted my claim on sanlam sky on the 16 November 2015 i was to the claim process is only two day a week went by still nothing i called to to check what was going on they said the are some outstanding documents. I submitted those documents and few days letter i was told there are other outstanding document which i dont understand why didn't they mention all the documents they needs which i think it the way to delay the process i then submitted the other outstanding documents the last submittion was on the 26 november 2015 and i am still waiting and everytime i call them the claim is being processed or the computer is offline worse when i ask to speck to the manager he is always out or hes computer is also offline. On the 11 december 2015 i called them again and they said it being processed i must call after three hours when i call back the computer was offline. How come the computers are always offline when they have to process claims but they online when they deduct money from my Salary.