Disappointed - I will never take a funeral policy with Clientele

My 89 year old grandmother recently passed away, she had her funeral policy with Clientele for over 23 years and, to my knowledge, has never defaulted on her premium payments. The funeral cover was for R10 000.00, in the current economy we can agree a funeral costs well over this amount, but I guess Clientele didn't bother trying to contact my gran to increase this - I could be wrong. My complaint is for the duration we had to wait for the claim, definitely not 24-48hrs, it was more like 4 business days (I had to call daily for an update), and the biggest complaint is the fact that from this claim amount Clientele still deducted R150.00 admin fee. Please help me understand how it is possible that after my granny paying premiums for almost 4 times more than the claim amount, Clientele would still deduct an admin fee. Please understand that this complaint is more about the principal - my gran was one of the oldest clients and still they charged an admin fee. This is extremely disappointing that a huge company like Clientele would do this to the families of their clients. We were fortunate enough to have another policy for my gran (less than 6 years) that took care of everything for my grans funeral, and please note the premiums we paid to the other company was almost the same amount as the premiums paid to Clientele monthly. I hope that Clientele representatives would take this complaint into consideration for all their clients. I also asked the claim consultant on a recorded line to inform the company "heads" of my disappointment. DO BETTER CLIENTELE!!!!!!!!!!!