Bad Service

My grandma joined this insurance in 2003, his late son passed away apparently he was the main principle and my grandma was a beneficiary. So I called Dove in 2023 to make some changes, I put my brother to be the beneficiary instead of her. In 2025 June 26 she passed away at 3h30 in the morning so I called the insurance to notify them.Ireceived a call from the consultant her name was Noma and we arrived at 9h00 for our appointment. Surprisingly we found out that the insurance money will be R9000 for paid out? We were all so devastated about it, she said that we need to top up in 2025 really to do funeral with that penny? So as the consultant was assisting us we asked her to show us the coffins and there were 2x that we were interested into so we inquire the price and she came up saying the first one will be R54000 package and we asked what is the package from that amount, it's a coffin and bathing the body, the second one R71 000. Family car, digging and the plot is the additional amount. So we were not satisfied with her response nor explanation. Next day we were supposed to get BI form and death certificate 27 June. So as a family we decided not to use dove anymore so my brother went to the office more than 2x unfortunately Noma was not available went to the shops at Spar no where to be found and eventually she told my brother that they are close for the day so we have to come back on Monday morning to get the body. She wrote in a piece of paper how much they will charge us R5500 (BI form, Death certificate, Admin, keeping the body, picking up the body after hour's) we found that so ridiculous. So I called today to complain about the service we received not satisfied at all and I spoke to Lesego 30 June 9h20 that was my Ref number! He phoned the area manager his name is Desmond Crener immediately he was not happy with Lesego that he called him with Private number? Although he told him the client is on the line and she needs to convey her complaint about the service she received so I told him what happened exactly and I was promised that I will receive a call from him at 11h00 to get feedback with everything. The amount of money that we are being charged is still doesn't make sense to us? Especially the picking up the body saying it's after hour's, getting death certificate although she told us we are not going to be charged for it, we wanted to get it ourselves but she refused saying that no they will call us after getting it. Admin which one. I intend to cancel all my members of the family from them. Desmond doesn't care about customer service at all?