Unacceptable treatment

I'm writing this on behalf of a very dear friend and her family that has received the worse unacceptable treatment and service from Avbob Maitland. Their mother sadly passed away on 10 January 2026 at Tygerberg hospital. Their late mother had an Avbob policy for years. Yet after her passing, they are still waiting on feedback as to when they will receive her ashes. We've been trying to assist them through this extremely difficult time. First they we told, without given proper explanations, that they are waiting on documents from the doctor. The doctor was contacted and the required documents were submitted. With follow up telephonic calls, nobody is giving proper feedback or answers. The last update received a week ago was that their mom was cremated as per the request and her ashes need to be sent from Maitland to Worcester, then to Herm**** and then to Gansbaai, but they still don't get answers on where mom's ashes are and when they will receive it. Further to the above, my husband's details have been recorded to collect her ashes from Maitland. I find this treatment shocking and unacceptable, while the family are still mourning and coming to terms with the passing of their dear mother.