Don't ever join Jet/Hollard funeral policy

My dad, Alex Jonas, has a funeral policy with Jet that he joined years ago. He unfortunately passed on on the 12 July. 13 July I called to inform Jet/Hollard of his passing and they emailed me the documents. 16 July I emailed everything they asked of. 18 July I called for feedback as his funeral would be on 21 July and was told that they got all the documents and were busy with the claim. 24 July I called again as there was no communication from them. They then sent the following message: Hello We are working on your claim, wf_584308*** &you will hear from us within 2 days. Then later sent another one reading: Hello your Jet Club Claim has been approved please collect the benefits at the store. Take your ID and death certificate with you. Refnr: 15860*** 25 July we went to Jet and showed them the message and they didn't understand it. They started the whole claim process from scratch and asked us to go back on 27 July. 27 July we went back to Jet and found a different person who started the whole process from scratch. 28 July I called again and was told that Jet/Hollard are still busy with the claim 3 Aug we went back to Jet and were told to wait for their SMS 7 Aug I called again and was told that everything was approved and will receive the funds by the end of that day. Nothing happened. Today, 13 Aug, I called again and was made to hold for an entire hour. My dad was buried 21 July but we are still waiting for the funds to be released