Higher level poor service for policy ***

Second time around

So my mum has a policy with Doves and all documents have been submitted, we are waiting for a pay out for 2 weeks now, my uncle cannot be buried as you know it is hard times for all of us so we make sure premiums are paid so when we need to claim that there is no delay. Trust Doves in these trying times to make us go through even more trauma. Is it not enough to loose a loved one now you still have to struggle whilst all documents are in, because my mum is old I call in and all you get is the documents have not been processed by Claims, this is two weeks later, then I call again, incorrect documents like really what is happening at Doves.

My mum is back to her ****en surname what would be so hard to see both ID numbers are the same and the best part is when they say banking details are incorrect not that it doesn't match the policy holder they say incorrect, can we please just be helped so we can bury my uncle.

This is my 6th call, no refund on airtime ne, you hold then the supervisor is on lunch after 15mins so they look for the supervisor for 15mins, hoping your airtime will run out again so you go back in the queue to wait again, I myself work in claims and there is no way we can have a client hold this long without another supervisor/Team leader picking it up