Unsatisfactory Customer / Client service

We have been trying for the past three weeks to get hold of the claims manager regarding my wife's plight. We tried contacting them personally and via our broker, and to date we have had no response. Sanlam is requesting medical information from my wife when they should be requesting it from her doctor. Even though they require the information, they are wanting my wife to pay for their requirements We require a response to our email and clarity. It seems as though Sanlam does not care about their clients plight but ready to take on business and debit clients accounts, with no further customer service. We would like the claims to contact us and explain / resolve this.