clientèle poor service

Clientèle has disappointed me beyond belief, my brother passed on, on the 18th of January I logged a claim on their app the next day and only received a call back on Tuesday morning I was told I'd get an sms and an email explaining what documents are re required and a broker would call me to finalize everything she called while I was busy at the mortuary I couldn't take the call but called her back her line was busy for a long time. Wednesday morning I called the number listed on the app and had to start a new claim afresh mind I'm calling from my cellphone to a landline and since the lady wasn't sure of she need to do the call was very long and I asked her to call me back as we woul get cut off she refused saying she's not allowed to an indeed we were cut off, i called back spoke to a different person started the process from scratch was told same story ry a broker would call this time she didn't. Thursday afternoon I called at around 4pm the lady I spoke to still said she would try and escalate the matter as the broker had left and all was now in the broker's hands she can do nothing else to help. Friday came needed to pay the undertakers by 2pm for them to release the body I called again in the morning the brokers was not available i was promised she get back to me later she called saying she needed certified copies since the ones i sent through weren't not and I must fill a police report since the death was of natural causes (one of other 3 informed me of this) and seing that this was not going to happen I was running out of time I took a loan with my bank which thank fully made the funds available immediately and I was able to pay the undertakers a little after 3PM. When I spoke to the broker she sounded cold and uninterested she was abrupt like I was waiting her precious time she then sent me the R200 airtime which ice supposedly for arranging the funeral. (I spent way more money on calls to clientèle). It's Tuesday my brother was buried on Saturday morning clientèle still hasn't paid out the claim and I'm sitting with a loan of R14000 for which I'm liable for the interest. I'm hurt and disappointed at the indignity and distress I've suffered at their poor service that was my only sibling and I have no other family the stress and shame of knowing I may not be able to bury him being the only breadwinner, I made arrangements to take care of such things to avoid the burden of stressing aboutsuch things, berievement on its own is so overwhelming now this. with both my parents they paid out timeously although with my Fathers claim I only received the airtime 2months later I stayed with them for 8years because of their service excellence. How sad that this has changed so grammatically perhaps if I was white or rich enough to file a law suit I'd have received a little dignity and decency.