Unacceptable Service

After filling in forms to access a fund under the Sanlam Employee Benefits over a month ago. I had not received further comms on my claim. Upon my own frustration and not being able to track the claim on their online portal, I decided to try and call their call centre aswel as use their WhatsApp help service. Everyday for a week I called and held on the line for atleats an hour a day trying to see what the issue is with my claim. Finally I was assisted on the WhatsApp helpline on day 4 of trying to get through to Sanlam EB (Employee Benefits). To my shock, there was a section in my claim form that was missing, of which I had no idea about. No communication had been made with me informing of this. Upon further investigation, they apparently had been communicating with me former employers HR Representatives email address (of which that person also no longer works there). How is this possible? It is completely unacceptable how my claim has been handled and this has caused me immense inconvience. Sanlam spends so much on big marketing campaigns and new product launches yet you have shown no regard for your cleints. Unacceptable.