Bad customer service

My name is Constance Nofemele I took out a policy with Avbob and I had it for more than a year, I claimed this year around February and the pay out took more than 3months. I recently called to get the policy documents now they say that they cannot find my policy I tried various channels without any assistance and the Matter was escalated to Vanessa Spyt head of Avbob now she is not taking my calls. And one of their consultants from The group scheme department by the name of Tebogo Morudu told me to go to hell. I have never experienced such abuse as an elderly person I don’t know what to do as this is my only funeral cover and my family but I don’t want it anymore I just want my premiums back.