No feedback for claim after 3 weeks

A claim was lodged with Standard bank insurance on 03/03/2018 with claim nr 549562. Then a contents list was requested by the insurance which was supp**** on 08/03/2018 due to W.O being out of office. Then no feedback received and a follow-up email was sent on 15/03/2018.

Again no response received from insurance and a phonecall had to be made on 20/03/2018 in which the caller had to wait for 30+ minutes before being assisted. The agent then stated that a claim form will be sent via email which has still not been received by the policy holder.

Can someone please advise why such bad service is being offered when at the issuing of the policy the policy holder was guaranteed fast effective customer service when initiating a claim process.