Customer service - passing the buck

<p>My mom passed away on 15 Nov 2017. She did not have a medical aid, but has AIG policies. She was admitted to Flora Clinic. The one policy she had, ABSA 3 in 1, had a guaranteed hospital deposit, and 24 hour emergency treatment free. However, when we had my mom admitted, the hospital did not want to accept the policy, and my brother and I had to pay the deposit out of our pocket. The money I believe should be reimbursed to us, but now on enquiring, both AIG as well as ABSA suddenly have no idea who the policy underwriter or whatever is, or how I should go about to claim, and who I must submit the claim to. The other policy, Hospital cash plan has been paid out,but now nobody has any record of this policy I am referring to. I think this is pathetic customer service, and it is disappointing that now suddenly nobody can assist. They were well aware of the money to be deducted for the monthly installments......</p>