Abacus disappointing me for the second time!!!

Having had a bad experience with my mom's death claim I decided not to quit Abacus so I continued paying premiums because I still had dependants covered under my policy. On the 15 January I lost my brother and I was not okay mentally and emotionally I was only well after the weekend so I started preparing for the burial with my sister in law for the weekend of the 25th, called Abacus informed them of the claim they sent claim forms which I filled and sent back with all required documents including my bank statement. Only got the automated email as a response, no reference was sent to me, Friday I called and spoke to Mr Sello Morake who requested that I sent the documents to him so he can check for me I have the recording of the phone call. Documents were sent still no communication was received from Abacus, today I sent an email to Mr Morake and he says I must provide him with the policy number or my ID which I did although I was ****ed because the documents I sent to him had a policy number as well as my ID no. I am still waiting to hear from him.