Claim taking more than a month to pay and poor service

I’m very disappointed with the service that I’m getting from AVBOB, they have conducted a funeral on the 6th of April 2024 and on the 4th of April I submitted my claim documents that were required and since I haven’t heard any feedback from them I called again on the 22nd of April to follow up and I was told no documents have been captured I sent my document again and called to follow up on the 24th of April and I was told that the payment shows but it probably couldn’t be paid as my bank details were not submitted and I need to submit my documents again, I then submitted it again and received confirmation that it was received, I called to follow up today 29th of April and I was told it’s not know how long the prices will take

Secondly for my April monthly payment my grandmother who is deceased was included in the premium that I paid for of which I don’t understand how.

And lastly I was told that my new premium will R500 and something which is absurd and doesn’t make since my grandmother has passed on she is now off my premium and the only people that remains active are my two daughters aged 5 and 2, then it’s my husband aged 34 and myself.When I ask them to explain the premiums the response I got is “I don’t understand the premium look to high maybe it will still be updated” so if they can’t explain who must?

I’m tired of calling because no one seems to know what’s going on and they kept on sending me from the one person to the other without answers when they cc you in emails there are also no responses in that even their Facebook DM’s doesn’t help

I’m really disappointed