Bad customer service

I would like to express my disappointment regarding the way Alexander Forbes has handled my funeral claim. We were dealing with a guy called Mandisa Khumalo.The company is refusing to accept that my son was a full-time student in UNISA despite many courses that are showing in his academic record. What made things worse is that this Mandisa guy have failed to keep in touch with and after 4 days after we followed up with him he telling us the so called outstanding document which we can't get from UNISA as they're now in protest and not in offices . I thought losing my son was the worst thing to happen to me not knowing that Alexander Forbes will give such a poor service at my time of need