Complaint ignored incorrect procedure for claim done

I logged a claim for a funeral in July and after constantly following up the claim was paid after my brother was already buried the payout was incorrect because they paid the claim of the policyholder instead of the dependent I had to inform them about this because they were unaware then I had to go to a branch to rectify their mistake. I was given the assurance that this problem was fixed.2 weeks ago I received my documents and noticed the information was incorrect I gave Absa life a call where all my airtime was exhausted because I was holding on for more than 20 min Fhosia that assisted me bluntly refused to call me back after I was told that my policy had been canceled I have paid this policy from 2008 and claimed for the 1st time in 12yrs I went to the branch to get this fixed Lee Ann that was responsible for the wrong pay out assured me that everything was fixed just to find out i have no covering Tanya saud that she escalated the problem and her manager will call me this didn't happen i had to follow this up again Ntombi said this problem was escalated again still no response from Absa life i am 65yrs old and extremely upset and disappointed with the way I'm being treated if something should happen now Absa life will repudiate my claim and say my policy had been canceled how fair is this I think I must report this matter to the Ombudsman as well because I'm not receiving any justice at all