Shocking service

I was referred to this company by a friend because I was told they are the best in dealing with RAF claim, I contacted them and enquired about my late brother's claim and they put me in touch with a gentlemen by the name of David. He asked for the police report, I informed him that my mum is back at home in KZN and doesn't have an email address but I will email him the documents shortly, I sent him pictures that mum had sent me, he then told him he cant see much as the pictures are not clear so I got mum to send me the document, before I could email it I received an email from him stating that they cannot assist and when I asked him why he rep**** and said they just cant assist and his boss told him so. I was shocked and disappointed, how can you tell a client that you cannot assist and not give a reason why what kind of a service is that, or I they too big to give everyone the best service. All I wanted to know is do we have a claim or not, why they cant assist but yeah I was told no we cannot assist you and that was it.