Bad service, agents not passion about their jobs and not reliable

Clientele has no compassion and patience for their clients. We lost our brother and had to sent documents for a funeral claim. On the 6th of October in the evening I sent in documents as per the sms I received specifying what should be forwarded, after few minutes I received an auto response to confirm that they have received the documents. Following day on the 7th I called the call Centre to follow up as the funeral day gets closer, by surprise I was told there are no documents and I asked how if I received the auto response and I was asked to send them again of which I did and the agent kept on saying I can’t find anything while my emails were showing on sent that it has gone through I then asked my cousin to send the documents still the lady complained of not receding them. Cool we then tried to send again and called again the other agent than confirms they have received the documents but now this becomes more confusing. On the email they didn’t specify if my late brother’s ID should be certified we only sent documents as per their sms after hours they say a certified ID is needed another delay and time is very important. We sent the ID and I called again on the 8th found out that no administrator has worked on the claim another delay. Now I’m being told to resent documents with my sister’s ID which was not mentioned on the sms. I told the agent Gracious that your services is bad she started shouting at me. I sent the documents again and she also said it’s our fault that the payment hasn’t been made. How? If we kept following up and sending documents but no one was communicating. Please look at this