None payment of claim and bad service

I have a policy with Avbob which I have had for years. I did my mom's burial through them in 2011 and the experience was great. Fast forward to 2018. My cousin passed away 26 December 2017. I submitted all my documents to Avbob in Randburg, Johannesburg and was helped by Willem. He said that he would send all the documentation to head office and pay out would take place within 48hrs. I submitted everything at the branch on 2 January 2018. I called Willem on the 4 January and was told that payment would take place 5 January 2018 On the 6 January, on the day of the funeral at 08h30 I received an sms saying that Avbob can’t process my claim as they need a certified copy of my ID. I sent them a copy of the ID to ********** I was told that someone would get back to me and no one did. Monday 8 January 2018 at 13h00 I called to find out what was progress was on my claim. I was told by the call centre agent that they were still waiting for a copy of my certified ID and that no one was working on my claim. I was then told to send the certified ID to ********** as they were much faster and would respond to me. Tuesday 9 January 2018 I called again and the new call centre agent mentioned that they still don't have a copy of my ID. He mentioned that Zodwa was assessing my claim and provide me with her email address. He then proceeded to tell me the benefits of having funeral done through Avbob, which is really not what I wanted to hear. I already know the benefits. I gave Zodwa my policy number and mentioned my disdain at their service and lack of communication. At this point the funeral has come and gone and I had to make a loan from a friend whom I have to pay back. I received no acknowledgment of my email. 10 January I received an sms at 10h51 saying that my claim number is ********** and that the claim is being assessed. I send Zodwa another email at 15h36. I have at this point received no payment, no update on what is happening with my claim, no phone call and no email either. NO COMMUNICATION WHATSOEVER!!!!!! Instead Zodwa tells me that she is receiving my emails but not my attachment. She further has the audacity to say "I tried sending you an email but it bounced back. So I called the branch and asked for Willem to send me your certified copy of your ID, but he wasn't around. I asked the receptionist to call you. Did she not call you?" Natuarally I lost my lost my ****** cool with her. I have resent Zodwa my certified copy of my ID from my work email address at 15h52. Still NO ANSWER!!!!!!! This is not only frustrating but extremely unprofessional. This is NOT how one should be treated especially when you dealing with death. Dealing with the loss of loved on is stressful enough not mention planning the funeral the last thing you need from Avbob is the lies, the run around and bull**** treatment as though you are begging for money. This is absolute bull****!!!!!!! I feel as though because the funeral wasn’t done with them that is the reason why im being frustrated like this. I wont stand for this.