Zero service after decades of payments!!

We have been experiencing the absolute worst service from Avbob. My grandfather passed away, but him and my mother went to Avbob personally months before his death to make her the sole beneficiary of the policy, since she was his only caretaker. Now suddenly Avbob doesn't have that on file or they can't locate the file, something of the sort. My grandfather was in the mortuary for a week before the hospital phoned to ask when will he be collected, Avbob just shrugged like it was none of their business. Tomorrow is the funeral, exactly 2 weeks after his passing, and the policy still has not paid out, my mother has had to carry the financial burden alone. I will make sure every single person I know is aware of how absolutely pathetic the service has been in this tragic time of our lives. This is not the time you'd want to be dealing with the incompetence of the people you paid for decades to assist the ones left behind. I am shocked!!