Absa Life Funeral Policy

My father has a funeral policy with Absa and an account for approximately 50+ years. I attempted to get information on his behalf on his funeral policy but what a huge struggle. We used up all our airtime, several times, but they need to speak to him. He is 85 and deaf, it is a challenge for him to hear without speakers attached to the phone and Dementia. We have to repeat the questions to him out loud and they failed him on the security. I didn't give up though, and was advised by the bank that I should get authorization on the account. After 6 hours in the bank with my 85 year old father, down the escalator, I had authority on the account, even, as I was told, the funeral policy. When I called the call center from work today, 3 February 2022, I was disappointed to hear that my authority does not include the Absa Life policy, although I was assured at the bank that it does. The kind lady at enquiries even call Absa life to make sure that I will get help from Absa Life. Apparently the only way to get information, is to call with my ****her present or go into the bank again. All this effort and trouble just to get information, I do not even want to think what will happen when my father pass away to claim.???? Good advice from me - DO NOT TAKE OUT YOUR FUNERAL POLICY WITH ABSA LIFE.!!!!!!