Useless Workman's Compensation Call Centre personal

I have Power of Attorney to assist my friend to follow up on his claim. He lost his finger and battle to find out how far the process of his claim is. It is going for 5 years. I can't find any other number or contact details to speak to someone higher up accept for a call centre. They either lie or don't know what is going on, on their system. I have names, dates and call reference numbers. One lady tells me the final medical report is received and the date there of. Another with call ref number tell me it is outstanding. We went to Pretoria and it was again emailed by his employer. Two weeks ago, the lady confirmed it is at the financial department, and today they again said the final medical report is outstanding. I don't know if there is any one who can refer me to someone to assist me.