Sanlam employee benefits poor service

Sanlam's employee benefits claims service is terrible. I'm starting to think that they are deliberately frastrating me. I left my previous employer in August and since then I have been following up twice a week through calls and emails without success. First there was an issue with updated documentation from SARS which I provided. Since then every time I call, the agent keeps requesting the same document, I always have to inform them that I email the requested proof. It's been more than 4 times now and each time the promise is the issue has been escalated to another agent, Rodzani, who is dealing with my claim. I have even emailed Rodzani multiple times on the sebclaimsupport email but never got a response. What kind of service is this where you just ignore your clients?