Pathetic Life Cover

Absolutely appalled that in my time of mourning I have to sit here and write a review about the most pathetic service I have ever received from a company and no less a bank with a supposedly 'good' reputation. In November 2014 my mum decided to take out an AbsaLife@ease life Policy number: ********** 107 (what a joke! since it is the hardest thing claiming from you guys with all the delaying tactics and red tape!) On the 16/08/2018 my mum passed away, I called your contact centre around 3 months ago to advise them she had been diagnosed with colon cancer in December 2017 and if everything was up to date with the policy and it should not be a problem when the time came to claim. Unfortunately we've had to make the claim sooner than we expected, it has been the most ridiculous battle and I am going to be drafting a letter with my lawyer to the ombudsman should I not get a satisfactory response to this post. 1. We submitted the claim on 28/08/2018 I called to confirm receipt of the forms and was told they were received and the funeral benefit would have been cleared in 2 to 3 working days and the major claim would be 15 working days. 2. A week later I receive an email from Absa requesting medical records since 2009 - 2014 from mum's GP. 3. The same form the oncologist which treated her for the colon cancer filled was subsequently sent to the GP. I have expressed my disappointment and utter frustration to your team manager Letoya Billings who has been very helpful however not able to answer these questions: WHY is ABSA delaying the claims process requesting for information from 9 years ago????? All of mum's medical information was submitted on the application forms, we paid the premiums on time and now when the claim needs to be paid out it is an uphill battle???? Also please answer who will be responsible for the GP's administrative costs because surely if YOU are requesting something that should have been processed pretty straightforwardly then you should be the one to carry the cost???? I want someone to answer this and assist me urgently as I will be posting the same thing on every single social networking site I can think of and telling everyone I know to cancel their insurance with ABSA and that is a good few of my family members and it will be escalated because this is utter nonsense!!!!!