Submitted Insurance Claim in October 2020, now handede over to lawyers for collection

I submitted my insurance claim for my personal loan and credit card in October 2020 as i was retrenched due to covid. Up until now no tangible information from Std Bank regarding payments and now they have handed me over to lawyers for collection although i did submit all the requested docs in October 2020. Why is it taking long to serve loyal customers? This is the worse service ever and i wont even go about your call centre. Account Number ***