Affinity insurance is useless

I am appalled with Affinity I have been calling for help with my uncle’s insurance who passed away 2 weeks ago and his vehicle has been at the panelbeater since June and since then we have been struggling to get help, every time I called them a guy called Kevin answers the phone and promises to send me documents so my aunt can sign them but they never do, and they are unprofessional there is dogs barking in the background, I intend on reporting them to the ombudsman.They are disgustingly unprofessional and useless, even after my aunt told them her husband passed they are still unsympathetic and just plain useless.