Poor Service Losing Claim Application

A claim was submitted to the ABC West Street branch at the beginning of September 2020. All supporting documents were presented at the branch and copies done. I was advised that the claims department will be contacting me with am updated on the status of the claim. A follow was done in October and was on the phone waiting for for 20 minutes to speak to an agent with no joy and I ended the call. Today I was back to the branch and was informed that there is no claim or documentation on their records, an enquiry was done by Rita who assisted immediately to escalate the query and I had to resubmit the claim application. Rita's service thus far has been excellent and done a follow up call several hours with an interim update and looking forward to a speedy resolution.