Absa is not interested in assisting us

Absa is really not interested in solving my issues, after calling the branch again the documents for my claim were finally sent however just for the funeral policy and not the other one. I then got an sms requesting banking details. How when I submitted everything at the branch? Imagine fighting for a funeral policy and cheque account benefits in September when my mom passed on in January this is very disgusting. Now I get requests for documents I submitted, someone needs to make this make sense please.