Very Bad Service

I'm soo disappointed on the way AVBOB handled my claim regarding my late grandfather...he passed on on the 27th April and i submitted the claim on the 3rd May, but AVBOB failed to make a payment for the insured...after submitting all the required documents, AVBOB reverted back asking me to send my certified ID document, I did submit it. My grandfather was the policy holder and i was the only beneficiary as i was the one responsible for the policy premium and i have never missed a single premium. I'm soo hurt right now because we had to borrow money to bury my grandad. Policy Number: GT***X7. I'm even thinking of canceling all my policies with AVBOB because i don't want to experience the same problem ever again