Day light ******* and unprofessional service

We have a family policy in my wife's name as a policy holder.. My father in law passed on on the 28th of March 2022. We called the call center and they said that they will be someone who will call you back. After seeing that we were not being called. I decided to go to Benoni branch when we got there a lady who was on the front desk attended to us she took us to the consultation room and told us that our policy qualifies for a coffin and 2 family car's, a tent and chair's. Plus a car that will come and pick one family member to go and book the grave. If we need programs we will need to pay an additional cost of R550. We will was the body on our own. If we need a photo it's additional cost. When I asked her to check if the coffin we wanted is available. I was told that I will be charged consultation fees because I am asking too much. We then left after arranging for them to pick up the body. When I got home and checked the policy all those things which I was told that I have to pay additional fees are covered by the insurance. I then logged a complain with the head office. And it took me the whole day to get my problem resolved. Before that our burial was postponed because the driver with the documents arrived at 17:30 instead of 12 pm as promised and the municipal could not give us the booking for Friday. We heard to postpone and we had family members coming from outside the country. I had to make hotel bookings which was an expense out of our budget because of unprofessional service from 21st century life. This whole experience shows that they're so many families being duped by this branch if clients pay extra fees where is the money going to 21st century or to the staff member. And to my surprise the lady who was doing this to us is the branch manager. Taking advantage of venerable people who will be confused about the loss of the their loved ones. We all like money but not from berived families. I hope 21st century life will address this issue with no fear or favor. I hope if there are families who where made to pay what they were covered for get a full refund from where ever the money went to.