Ambledown Gap Cover - No customer service

My late mother had a Gap cover policy with Ambledown Gap Cover. She never claimed anything and was admitted to hospital in September 2019 and after a brief admission passed away. We submitted the 3x accounts that was short paid by the medical aid and needless to say I have been battling ever since end October to get final feedback / payment from this company. They just never respond to my emails and when I call they do not want to transfer me past the call centre agents that can do nothing about my query. I keep receiving an email requesting the original account – but after the first submission in October I have already send this 3 times – how may times must this be done before you just read the documentation that I have send as the treatment dates is clearly stipulated on the details invoice. I was advised to send an email to Leletu who is the claim assessor working with my claim – even from her we have not had any response or feedback.(Claim number QNO216324) Please stop giving me the run-around and start doing what you are paid to do – your job!. I am sure part of your job description is providing good service and keeping customers up to date. It is traumatic enough losing a loved one and having to deal with this has not made it any easier - I think it is a disgrace to pay for a policy and the first time ever you need it, it definitely does not deliver what it promised to do when they sold you the product.