Absa Life Insurance

My father passed away on 14 January 2021. Since then we are trying to get the documentation for his Absa Life Policy from the local Absa Branch with no answers. Today we received a e-mail from Absa life that he did not have any Absa Life Policy, but he had it for 20+ years and we have all the proof that Absa deducted the money debit order each month till January 2021. How is this even that possible that you pay for 20+ years on a policy and now that we want to claim no one is able to give us answers even though we have all the necessary documentation. This is really pathetic service we are currently receiving and if this is the way that Absa conducts business then I think it is best to move my own accounts away from Absa as I don't want my family to struggle the way myself and mother is struggling at the moment with my deceased father's life policy.