Extremely irritated client.

Standard bank has introduced a new way of doing things online, that includes a WhatsApp portal to launch a claim. while this process is ideal to use due to the pandemic, I have however found that it is the most useless option ever. I have sent a number of claim notifications on that process and I did not get even a reference number. I followed up with emails and nothing happened. 2 weeks later I am still waiting for at least an acknowledgement of the claim. even if they choose not to pay the claim I cannot continue to pay a premium for a deceased person. The loss of a loved one is devastating enough without this additional strainer. If there is someone that works on customer services, claims or anywhere within the group cover department. May I please get assistance, I do not want to be tempted to escalate this please