Poor customer experience in time of need. Avbob added more pain and stress during my darkest hour

My mother passed away on Monday, 05 August 2019. I've been contributing towards a funeral plan for the passed 7yrs and never missed a single premium. Now, in my darkest hour avbob has not been able to help. I went to their benoni branch on Monday 05 August to submit my claim. I told that they could provide a quote because their system is down. I went on Tuesday and was told that they are waiting for their Johansson branch to handover the necessary documents. Today Wednesday I'm been told that there is an issue with my mom's initials and their system is down. My family and I were at their office from 11am - 4pm and left without our claim being processed. Now we have to go back again tomorrow morning and not expecting anything much. I will be lodging a formal claim with the relevant regulatory bodies post my mother's funeral. They have added to pain and stress of my mother's loss.