Complaint: Membership denied/cannot be confirmed

My father obtained a funeral policy on 1 October 1958. We enquired about the extent of the policy in November 2022. We were told that there is no application for the said policy number although we are in posession of a valid original funeral policy booklet stamped by AVBOB. They rep**** that they have no record of such policy holder. We submitted the relevant documentation and still no record of such client. My father has since passed away and we are yet to receive any response after numerous enquiries were logged from our side. AVBOB is not responding to any written requests submitted on how it is possible for them to "loose" a clients details? No support, no assistance, no "With AVBOB family comes first, always!"