Poor Claim process

Can anyone tell me why does Sanlam still have a WhatsApp line I have had countless messages send in the morning and than receive an response after 17:00 stating that Their lines are closed after waiting an entire day for a agent to chat with because when calling it takes almost an Hour for someone to assist and when they do there is different stories I competed employment with my employer in October paperwork was submitted in November before the 20th to be exact I than queried countless times just to be told a few days ago that they require a consent for that has been submitted more than 2 times I am very disappointed as this process is dragging and cost people money to constantly call and hang on the lines for almost an hour if you lucky if you not that lucky you will have to wait longer which is unacceptable, we require better service man SLA 30 days but they don't even communicate with the Fund member should there be anything required you need to call them to be told absolute nonsense