Almost 2 months of waiting on a claim

I have logged a claim on my retrenchment insurance policy with Woolworths on 20 August 2020. I then received a reply a few days later to advise I did not meet the criteria based on my temporary employment, to which I was unaware. I then responded to advise I was, in fact, retrenched in November 2019, and asked if I could still claim on this, given I didn't claim earlier due to finding temporary employment. I received a call from Vuyo Mnukwa stating I could, in fact, claim on my retrenchment. I then resubmitted all forms, including my UI19, retrenchment notice from the employer, and the Woolworths Financial Services forms for the claim on 26 August 2020.

To date, this claim has not been seen to. I now received notification about a week ago stating they need to confirm my retrenchment with the employer, so basically all my retrenchment documents are supposedly false.

I am still receiving my Woolworths statements which now show I'm in arrears, but I have been waiting for almost 2 months for my claim to be seen to.

WFS have had no issues deducting my insurance premium each month for quite a few years now, but now that I require financial aid by claiming on my insurance, there just seems to be a lot of ducking and diving from them.

The service has been utterly appalling, to say the least. When exactly will I be getting decent feedback if all the documents they have requested of me, are still not to their satisfaction?