Poor service and response

My mother-in-law passed away. She had a credit card with Absa and paid a credit life policy. I phoned the call centre to enquire about the process required to claim on the credit life policy. This was a nightmare. There was no specific option for this - so I had to hold for a consultant. Long story short - I was disconnected a t least three times having held on for 7 min plus each time. Once I actually got through to deceased estates, They could/would not advise the process to claim. I was asked to send through the id document as well as death certificate. I was told I would only be advised of the process once the have received these documents. I sent through the required documents and 7working days later and several e-mails later, I am yet to be advised of the process. Surely this is not such a difficult question to answer?