Poor service

I logged a claim on Monday for my grandmother. I was told submit necessary documentation to process my claim of which I did. To date no feedback has been received from assupol. I called them only to find out that they are having a system problem. No correspondence was received from their end. All the consultants told me their escalating my query, if now I'm awaiting feedback. I'm so disappointed and frastrated as their service is very poor. Can I please get assistance to resolve this matter