Delays in claiming for policy protect

I have been with truworths for more then a 2 years, I have an account with truworths and with it a policy protection plan, I recently was retrenched and on the day it self I went into the conorbia Durban truworths with all of the relevant documents to submit to request a policy claim, I was advised to call a different department by the cashier, I called the number and advised them of the dates and situation, they assure me my claim will be completed and I can follow on the claim on the what's app number she had provided to me, I did a follow up on the 5th of May 2025 and was advised by the IUA, they will contact truworths and revert back to me, in 2-3 working days, I have not received feed back from them, I reached out to IUA today and was advised an additional 2-3 days time frame, I have call the truworths head office number and was put in a que to be assisted, I have used up all of my airtime waiting in the que and still have not been assisted. I would really appreciate some urgency in the matter and feed back as soon as possible