Bad service

I called financial services on the 4th January 2021 to follow up regarding the insurance claim submitted on the 7th December 2020. I spoke to Brownyn from collectio s department, she was very rude, to a poi t I ended dropping her call. I'm very frustrated regarding my retrenchment insurance claim. I submitted their claim from and supporting documents, UI19, copy I'd and etrenchment . letter.. I believe the last note on the system dated 18th December, insurance claim requested me to send them the above mentioned documents. The very same documents were sent on the 7th Dwcember. I fail to understand why do they still asking for the same documents. My bank acc nowbhas been debited with the monthkybibstalment and I do not have money in my bak acc, this will result in me being charged bank charges which is why I submitted everything on the 7th December to avoid these frustrations of bank charges and debit orders. I'm very disappointed with the service provided by Woolworths financial services insurance claims department. I cannot communicate with them telephonically, I'm told it has to be done via emails and these emails are frustrating me because they not responding to my emails on time.