ABSA Life Policy Claim

I have been a loyal customer for Absa Life for 2 years and on the 21 July 2020 my Mom passed on and the next day on the 22 July 2020 informed Absa Life about it was informed about the new policy I moved to in February 2020 that I was supposed to wait for 6 months before I can claim and I was not informed about the probation they will use the old policy as I don't qualify to get the payout of this one. I was told what to take to the bank certified copy's which I did and on the 23 July 2020 went to the bank was told they need original document not what I had so had to go back home get the original documents and submitted everything. Was informed will get the payout in 48 hours it didn't happen had to borrow out money so we can continue with funeral arrangements. On the 25th July it was the day of the funeral and after that had to wait again for a week on the 31 July got a call from Absa Ga-Rankuwa telling me there was a system error will get the payout soon after I was the one calling even today don't have answers did complain to *** spoke to Mrs. Thokwane and she said I need to wait for another 3 or 5 days they are escalating my case. Spoke to the following people Abonga and Dimakatso who promised that their Manager will call me back till now have been awaiting. This service is heartbreaking and I cannot keep telling people who managed to borrow me money that I have been waiting for Absa life without proper facts. Didn't think I will get such a service on top they took their Monthly premium but didn't get anything from them.