bad treatment from avob

im madge mmathabo ramabenyane, id number ********** 6****5,i have burial insurance with Avbob, insurance number AL ********** X7. I signed for this insurance on the 24 may 2018 . on the 03 January 2019 my father passed away, I then request the forms for claiming from the insurance which I submitted with every document that they were looking of. from the 8th I never heard anything from Avbob, I tried calling them with no success. I only hear from them on the 19 of January, and they told me that they cannot pay me, and last week I receivedanother sms that saying I have to send them my bank statement that shows the deduction of that policy number , when I call them no one is helping me, this issue is really frustrating me.

I have been a policy holder of avbob so many years, and never claim before, and this experience is a trauma to me,