Horrible service

On the 13th of January 2021 I have received an agreement of loss form, the next day on the 14th I have emailed it back to hoc claims. I was advised by the consultant that within 72hrs after sending the form funds will be available on my account since I'm not banking with standard bank. That never happened, I have been calling from Monday to date, I have been told that the team leader has not yet authorized, I'm disappointed with the service received. I keep on asking them why would it take days to authorize, they keep telling the same story that by end of day it will be done. They are not honest and reliable, I was told I will receive sms, which I never did. By using this platform I'm hoping to receive a positive feedback. My claim no 20/11084