Avbob failed to pay my claim because their sales agent did not follow process

On 12 July 2024, I opened an Avbob policy over the phone with a sales agent named Alie. During this process, I was informed that as I was moving from Icebolethu Funeral Cover to Avbob, I would not be subjected to the 6-month waiting period. No documents were requested or provided at the time of the policy opening. On 14 July 2024, I cancelled my policy with Icebolethu as instructed by Alie the Avbob sales agent. My father passed away on 2 November 2024. I promptly notified Avbob, and they collected the body from Prince Mshiyeni Hospital on 3 November 2024. My claim was processed on 4 November 2024, and I received a notification of decline on 5 November 2024 because of the 6-month waiting period. On 5 November 2024, I visited Avbob’s Umbilo office to dispute the claim. I was informed that the policy opening process had been incorrectly handled, but I was not provided any solution or support. Bonnie and Patricia said Alie was suppose to have submitted documents from my previous funeral cover as proof that my father was covered there. I gave them my policy documents and a cancellation letter from the previous funeral cover and they came back on 6 November saying that I should wait. On 7 November 2024, I returned to Avbob Umbilo offices and spoke with Bonnie, Alie, Clive (Alie's manager), Patricia and Bushin (Patricia's manager), and at the Head Office. They keep on blaming each other and not providing a solution for me as their client. They then told me that I will have to wait until they resubmit my claim again before I can prepare for my fathers funeral. Till date (19 November 2024) nothing has been done. I asked them for my fathers remains on 8 November 2024 and they said I must pay a R1,350.00 fee for collection and storage. I paid and took out a loan to bury my father because Avbob refused to assist. As of 19 November 2024 at 09:06 PM, I have received no update regarding my claim 189111. This situation has caused me significant emotional distress and inconvenience. I feel that I am being unfairly treated and taking advantage because I am a young black woman. I am deeply concerned about the lack of support, especially as I am the sole provider for my family. The emotional and financial toll of this situation is unbearable. What would have happened to my family if I were the one who had passed away? I am now at a loss and have lost hope in resolving this matter directly with Avbob.