First experience and by far worst experience

My mom, a house insurance policy holder passed away last month , and were told to submit relevant documents such as death certificate , new policy holder ID copy - in order to change policy holder . This was all submitted on 16th March and When following up today I was told we would require letter of executorship and the documents we have is insufficient . In order to move forward we have to create a new policy , which I did . However for the existing policy under my mothers name - to cancel the policy , I received the same story of them having no record of documents submitted and was met with a very rude consultant by the name of Lucian , who didn’t seem willing to help me and was not very symathetic either. Now I basically have two policies of which there seems to be no way out of cancelling the one under my mothers name . If I could give a negative NPS score I would . Some consultants need customer service training and you need to seriously have a look at your customer journey , in particular how customer queries are resolved