Poor service from Standard Bank Insurance (SBIB - Credit Life)

I have sent an email to Standard bank (***; ***) on the 17th of August 2023 regarding my credit life protection cover. I received a reply from Voice Branch Universal banker - Mhlaba Maake, whom kindly responded by informing me that my request was sent the Credit Life department (***) whom was CC'd on the mail to me. Since then I have not received any call from SBIB. Subsequently, on the 24th of Aug, I sent a reply to Mhlaba with thanks and that I still did not receive any communication from the Credit Life department with regards to my request. I then told Mhlaba that if I did not receive any communication by that afternoon then I will attempt to contact the Credit Life department on the contact details that was provided (+***1 or ***). It is disappointing to know that customer service seems to get worse and as a long standing client, Prestige client, I feel that Standard bank no longer cares and it is evident that management does not have control on if clients are being helped.