Policy No 11549BPF*** In Human the way My Death funeral claim has been dealt with ...

I have an Abacus funeral policy. My brother passed on 14/07/2021. I submitted claim via email dated 16/07/2021 waited 48 working hours , no responds . I emailed again same claim documents dated 21/07/2021, waited a few days still no responds besides the acknowledgement. I waited until 23/07/2021 to spoke to manager Mr Neo whom advised that someone will contact me, thats the Friday before the Funeral ( Saturday) I was never so humilated in my entire life. i was advised that policy had lapse after receiving of payments more then a year still continued paying. I had to run around friends and family to borrow a R600 here , a R500 there . I am completely and utterly disgusted ( no other word ) to describe my experience. No one took the time to look at claim to begin with , All occations when i phoned i was told that this claim has not been attended to. I am sure Claim was correctly handled alot of unpleasentness coud have been avoided. I was advised to escalate to internal complaints which i have . But to my further sursprise is that no one answers the complaint line either i ended up between claims and customer service. I just have no joy speaking to any one. No one can tell me what the turn around time is for claims nor how long it actually takes for a mmater as to be attended to . I could never imagine that people with emotional loss are being treated the way i have.I need Someone to please explaine to me just lik ethe tim ethey took when marketing was done foe me to take this policy up ,,, now that im claiming non one even has the tim eto look at how you can assist your clients , in human to be honest .