Providing insurance with non-existent Quality Assurance or Incident Management

I submitted a claim. A representative phoned me insisting that the documents are sent to me before a specific date otherwise the claim would be closed. After I had all the documents I realised that I am not sure what email address to send the documents to. I phoned Standard Bank Insurance Brokers again and they gave me an sbib.... email address. After waiting almost a week, I phoned to find out why is this taking so long, only to learn from the call desk that I used the wrong email address - these documents must not be sent to customer service but to the person handling the claim.

THEY GAVE ME THIS EMAIL ADDRESS. What makes it worse is; the email sent wrong to customer service, was not even followed-up by customer service, nor did they go to the trouble to lookup to whom the email must be sent and forward it - THEY JUST IGNORED IT.