Death claim that is dragging due to system failure and lack of communication from Avbob

I'm writing to express my disappointment and frustration with the service I've received from AVBOB Funeral Services while claiming for a death policy.

The submission of documents was sent to avbob Thursday last week, frustration here was around them not seeing attachments even thou i specifically shared screenshots of the attachments in the email. I have made many calls already on Thursday trying to resolve this. To my surprise on Friday i am still sitting with the same issue of documents not being received, my concern is from their communication they did receive some and same they did not, i did not understand this as it was confusing me knowing that i had sent all documents. i then went ahead and sent all the requested documents and now was confident that all is well. To my surprise on Monday when i followed up they still received some of the documents i sent on Friday and some not, again i am very much confused. I asked them is there any other way i can proceed with this claim because clearly the email system is not agile enough. and some times their emails comes back that the receiver email address is full. I would highlight this to them but had no resolution. The funeral date is set to be on the 17th of May, and i need these funds to prepare for the funeral. When i followed up on Tuesday i was told that my ID and bank statement have not yet been received. I called a brunch here in East London explain my frustration with my claim with Avbob. They asked that i go to their offices so they could assist me, i also called the main line to let them aware. Upon arriving i received a call from Collin Ndebele, the first ever being called by them (Avbob) since Thursday. Then he shared again that only my ID is required. The officed from East London sent the ID and bank statement to his email address and copied me in. I was then told that as is well and is in order, i also received a message from avbob that my claim is being processed. more over, i sent an email to Collin so he can confirm that he received the documents, he never rep****, this also got me worried. I called their offices again and a gentleman confirmed that all is well and also sent an sms that it is indeed being process, and that i will be paid with in 48hrs of the claim. I am at unrest an unease with this at this point, on Wednesday morning today, i make a call to follow up with a lady called Owami Lekana, and has informed me that my claim is outstanding as they are still waiting for my ID copy, i shared with her that yesterday the claim was being processed and all was in order. She then proposed she will follow-up with Collin and claims department, She called me back an informed that that Collin confirms that he never received my email, to my surprise. I shared to the lady my frustration and how all of this is inconveniencing me, i shared Collin email address and had confirmed that it does belong to him. I have then asked her to share her email address to forward the email with Collin to her, asked her to stay on the line so she can review and and confirm if the documents are received. She indeed received i then asked why would Collin not then. I asked her for ways to fast track this claim as i have a funeral on Saturday to prepare for. Even now i am unease if this claim is being processed as i have not received any sort of confirmation or what so ever. I am very much disappointed by Avbob during this difficult time really this is not the service i was hopping for, really saddened and disappointed.

I'm extremely dissatisfied with the service I've received from AVBOB during this difficult time. I urge you to look into this matter and provide a resolution to expedite my claim. I'm counting on your assistance to ensure that I can prepare for the funeral without further delays. And if i do not get any communication back i will document all of this and share my experience on social media just to get your attention because now i dont know how to proceed

My details are as follows:

- Policyholder's Name: Amandla Nongcaula - Policy Number: AL***X3 - Claim Reference Number: ***