The most hurtful client

I called avbob asking if can they help me with my still born baby they said yes. On Thursday they took my daughter's body from hospital mortuary when I get to the office they gave me a form to submit to the doctor in hospital. The question is why they didn't ask me to pass by the office to get that form before I go to hospital or give it to the driver? I went to hospital to fill that form. When I was home I was told that the form was felt wrong however they said they managed to sort it out. On Friday I expected that my child will be transported to my home town bút I was told that they are still waiting for a death certificate from home affairs when I called later 8 was told that they was a loadshedding. And the next transport will be available on Tuesday since my baby was waiting for a death certificate they can't take her on Friday I said no they must cancel the transport I'll fetch her with my own transport. On Monday on my way to take my baby with my own transport I received a call saying my baby has been taken to Ladysmith, I was surprised because I was told that the next available transport will be on Tuesday and I asked them to cancel the transportation I'll take her myself. The worst shocking call after all this days I've been communicating with avbob as a POLICY HOLDER. I was never told that I my 21 weeks baby won't be covered because avbob covers a child from 26 weeks. I don't have a problem with that the question is why I was not told about that first thing when they took my baby and being told on the day of the funeral? I didn't have money because I thought I was covered. Avbob is a **** they are not transparent they hide the most important information because they want to benefit from your pain