How ackermans and Hollard funeral plan ****s they client's

My mother shops at ackermans now and again, So sometime in 2013 she went to ackermans to do some shopping. She was addressed by one off ackermans representative who advised her about a funeral plan which ackermans has with Hollard. She joined the funeral cover and she has been paying it every month. Late April 2018 my father passed. On the 1st of May my mom went to ackermans to claim from the funeral cover, When she got to the shop one off the employees off ackermans made her wait for almost an hour, while they try to fined the claim forms. After an hour of waiting the ackermans employee came back and told her that they do not have the forms, ackermans is not responsible for funeral covers she needs to call Hollard herself and get the claim forms from them. But when she was joining they had all the paper works and she has been paying every month at ackermans, Now that she wants to claim they are not responsible. How is she suppose to grieve for her husband while she being made to go up and down just to get her money back. She took the number and then called Hollard. The number they gave her is a call center number, which means that they put you on hold for almost 30mins. In the meantime your airtime runs out while your stil on hold. Eventually when someone answers that person is not the right person to talk too, so they then transfer you to someone else and you hold again. When you eventually get the right person your airtime is finished and the call cuts before you can even explan your reason for calling them, the Hollard employee does not even call you back. you have to call then again and go through the whole process again. I then decided to help my mother because i could see that this whole process was starting to stress her and she old. I called Hollard i eventually got hold off one of they employee's "lloyd". I requested the claim forms, i filled them in sent all the relevant documentation required. The Hollard employee took the forms and sent them to be processed by Hollard. This whole process took about a month. When the results came out from Hollard they rejected our claim, reason being that my mother did not pay the last three months before my father passed. This is a lie because we have all the receipts from January until the passing of my father. I sent them the receipts as proof off payment. They refused to review our claim, they say that they have made they decision they will not pay us. This is how Hollard eatsS and makes money from people, i gave them the proof off payment but still they refuse to pay. Please citizens of South Africa DO NOT JOIN HOLLARD FUNERAL PLAN IT'S A ****. They will take your money and never pay you back. How many other people have they doen this too?