BAD SERVICE

I have a car insurance and a funeral cover with auto and general . I called them last week for a claim from my funeral cover last week but no one could find my funeral cover because they have linked them together. I usually wait for 20 minutes for them to pick up my funeral cover. I have send them my claims documents on Wednesday and I was sent a email back saying that I will be assisted within 24/48 hours. So because I don't trust them I decided to call them today. I called them at 8:15 and the 1st agent dropped a call on me and I called back again and I was told that I was in the wrong department and they could not transfer me to the right department. I called back again at 09:30 and the same thing again Thabiso told me that he could not find anything on the system so I waited another 10 minutes for him to search my details on the system which he finally found them and he advised me that he will transfer me to the claims accessor so I had to wait for another 5 minutes until the call dropped. Thabiso called me back again and advised me that the claims accessor was only given my documents yesterday for her to assist so I have to wait another 24/48 hours from yesterday when the accessor received my information. I don't why is it my problem that the accessor received the information yesterday. I sent the documents on Wednesday I'm expecting feedback not after 72 which is on Monday. Another why is my car insurance and funeral cover linked. I have never experienced such a service from all the insurance companies I have funeral cover with. My policy number is ***. I regret taking my funeral cover instate of my back. A big regret.