Poor service

How long does it take to know the status of the claim? Every time when i call the consultants are clueless about the claim, they told me to send claim form and supporting documents 2 weeks ago, when i call they say they cant find my details on the system, then my call was transferred to another agent who told me that my policy is active however i need to pay the premiums that were not collected from my account, i asked her to give me the amount to pay the girl was clueless she said her name is lemo saut, i asked her to get me the correct amount, i then received a call from the other gent by the name me of busi she said i must not pay as the policy is active not lapsed, she said the unpaid premium will be deducted from the payout of the claim, i filled the form and emailed it together with the supporting documents, feww days after i then called i spoke to phenyo motlogelwa, he was very professional and friendly he said he does not find claim documents on the systems i confirmed the emil address, but dololo he asked me to send it straight to his email i did exactly that it on friday last week, he responded back confirming that he received the documents, on the 30 of may i emailed to check the status of the claim he told me that i was sent an email to send bank statements, i did not see the emai as it was on spam, i then sent bank statements immediately to him and busi as well as *** since then no one is sayin anything. I called this morning they hung up on me policy number WP***9