Inflated invoicing - BAD SERVICE

What a disappointment! Taking advantage of old people in such an emotional time (passing husband). My dad died the 5th of October 2020 and his dead wish was to have an unattended cremation. He had a funeral policy at in independent institution. As he had a fast growing tumor the size of his belly required an over size casket. Our policy required us to pay a co-payment of 30% of the price of the casket. During the dealings with Doves, the Innesdal Branch Manager Natasha was dodging my questions regarding the amount of the co-payment, wanted to first hear from the insurance what the amount must be. After about two weeks, I received a phone call advising me of the co-payment, and I was requested to do the payment immediately, I requested the invoices first, on receipt of the invoices I found that the are claiming for a full funeral, flowers, 100 brochures, a sound controller ect. I phoned Natasha asking how they can claim a full funeral if we are only going to do a unattended cremation, she said that the policy make prevision therefor and that it is normal procedures to claim like that. I disagreed and insisted that they remove the unnecessary items charged. My co-payment calculated on R3600, she could not explain to me how she got to that amount (although I told her my co-payment must be 30% of the casket price) she could not even give me a price of the casket. When I received the reviewed invoice for the insurance purposes it was adjusted, but only now the cremation fees went up from R1500 to more than R3000. I queried it again and I am still awaiting an answer, today it is 30days later. Regarding my co-payment, no feedback yet. As Natasha started to avoid me, I got hold of someone who tried to help me and asked the cluster Manager to phone me, he phoned promising that he will assist us, only to send me the inflated invoice again and no casket price from him as well. I am still waiting for feedback, they are blaming the system now, but how is it possible that you sell eggs, but you don't know the price of the eggs?? After complaining that my dad is still waiting to be cremated and costs are going to accumulate, they promised to advise us when he will be cremated with ample notice and then sort the invoicing later, they phoned me 20 minutes before the cremation took place. This is the worst service I ever received from any one and the worst of all is that they are dealing with our loved ones, this is not a cold paper deal, this was my dad and he had trust in Doves, what a disappointment, I will never ever promote or refer somebody to them. What I will do, is warn everybody not to use them.