Worst service from Sanlam Gap - not expected this from Sanlam

I never thought that I would have to write a complaint for Sanlam and I am suprised at how many complaints there are and the trust index. I worked for Sanlam for nearly 25 years and did not expect this mickey mouse service. Firstly I was never informed that the administration of the Gap cover was moved back to Sanlam from Kaelo. Only after I enquired about a claim not making progress at Kaelo, Kaelo informed me per email that they don't do the administration anymore from 1 Jan 2025. I then sent everything to the correct email at Sanlam Gap cover on 15 April. Did not get feedback and contacted the a number of times afterwards. Somewhere it fell through the cracks. I had to send my claim again. Then waited again until I had to follow up again. Waiting ages to get to a consultant via telephone. She apologized profusely it was escalated again and at audit. Got an email on Friday that my dependant retired from the policy in 2020 which is totally wrong as claims were processed for that dependent since 2019 until 2024. Paying the full family membership. It doesn't seem the one hand knows what the other hand is doing and the processes and training of the people who is supposed to know what they are doing are totally inadequate. Someone senior has to get involved asap. I've been holding on for 15 minutes already to speak to someone. No number in line message or anything, just a repeat of the same messages by an irritating voice. 7 to 10 working days? It's already 27 May. Up your game please.