Pathetic service - funeral policy ****

Pathetic! I’ve been a member since 2010, my grandmother passed away on the 31st of October. I am out of the country, I have been trying to claim on my policy for my grandmother but avbob ignores my emails. I eventually asked my sister to submit the claim on my behalf of which the claim was rejected because of missing documents. All the documents they requested were submitted by the way. My mom went to the avbob offices on 15 November 2022 and was told that everything is in order and my claim will be paid out. Im shocked to be told that my claim has been rejected because I made a payment on the policy after my grandmother died. This reason was because I noticed the October debit order was unsuccessful on my end so I made an EFT transfer on my side for the end of October. Now my claim has been rejected. What kind of funeral policy is this??? Is this the pathetic service you give to your clients? I am absolutely appalled because your online self service portal doesn’t even work so we have to resort to emails which you IGNORE And now my bereaved mother has to run around to your offices yet you still reject my claim FOR MAKING PAYMENT!!! You guys are ******** people!! I will be taking this further! Don’t even bother to call me cause I am out of the country! Respond to my emails!!! Pay out my claim!!