Absa credit life ****

What a ****...... My aunt had a loan with Absa and took out credit life insurance to cover for death, retrenchment etc. She passed away on the 8th of September. Firstly we went to the bank to try and sort it out. Sat there while the poor consultant couldn't even get hold of someone. Eventually got a paper stating the claim was rejected after numerous emails and phone calls ( you really need to work on how your calls get answered and transfered as this is beyond pathetic) I the enquired why it was rejected and they sent me a paper stating that the policy had lapsed in June. I cannot understand this as the amount for the insurance was deducted in the months following the lapsed policy. There is no correspondence from Absa on her email or phone stating that she needs to reinstate this and before her death she thought all this would be covered as she was paying for the service. The helpful call center attendant Zandile ****erally think this is the only person working there or at least answering phone calls) told me that absa was willing to refund the month's deducted. This is not what we need done. The policy was paid for even if the date lapsed on it( usually policies do not lapse by date but only until debt is paid or if the debit returns as unpaid. I need someone to fix this issue and get that policy to pay out as there is no way you let her know about the policy and she was under incorrect pretense because debit was done. I feel that this is unfair towards the policy holder. I have been adviced by a lawyer to fight this case as there was no communication from you as a company and the policy holder still paid for the service. Please let me know if someone can call me as it is impossible to get hold of you.