very bad service

its been 6 weeks since my aunt put a claim for funeral cover, till today she is being send from pillar to post. the problem is that the deceased its her ex-husband according to ackermans funeral contact center. she is divorced yes but she still paid for funeral cost as he remain the father of her children and no one from the in-law was able to bury their son. we made several contact with the contact center. they requested affidavit from her and her in-laws to confirm her story she did. then we still need to contact them no one is getting back to us. she did as she was requested.wen she called in again for followup. they request an affidavit now from our side of the family to confirm her story. we still did that now no one is calling us to tell whats is happening. i contacted contact center requested the funeral cover documents so that i can read about this conditions.i was then told that they dont know anything about contract as they are only contact center, i then requested to speak to team leader i was also refused as they do not talk to client,ohk. i then requested the complained process. i was then told that it doesn't help to complain as it might not be attended to as ackermans deals with certain type of complain was shocked . i made contact with head office and requested assistance and i was told that i need to go back to the funeral call center , really.can we get assistance please. you either want to pay or dont.stop playing with my aunt's emotion and its non of your business that they are divorced..she could of easily **** but she choose to be honest but she is still receiving poor service and being treated like a *****. come on ackermans. people pay funeral cover for a reason. we dont need to borrow money to make sure funeral run. you will also be suprised of how people divorce and still stay together. so feedback will be appreciated.