Pathetic claims process and delay during bereavement

Pathetic claims team that doesn’t even know how the department itself runs. Submitted a claim to Sanlam at 8am telephonically. When I called the next day, in the late afternoon to follow up on the claim, I’m told there is an outstanding document. When I asked what’s outstanding, they don’t know because apparently the claims assessor Mahlogonolo Make didn’t update what was outstanding and had left the office. Claimant was not informed of the outstanding documents which makes me wonder what happens if you don’t call to follow up on your claim. Is the claim declined or paid? You won’t know because clearly, Sanlam has no adherence to the Claims Management guidelines set out in the long term insurance act. I’m pretty sure they won’t respond to this or will respond after months since they have such an increased number of complaints