*********** insurance company

My 95 year old grandmother had a funeral policy with Emerald Life Insurance Funeral Cover located at number 14 Steward Road, Berea, East London. In July 2016 when the beneficiary she allocated passed away. She went to the branch to change beneficiaries and she was assisted by Awonke Qabavu. Awonke took her fingerprints and advise that the policy has been updated. Then my grandmother passed away on the 9th of February 2019, 3 years later. When we go to submit the claim to our surprise the policy was not updated . We went to the branch from the 12th of February 2019. And each day we were advise said we need something else .Only today, a week later the same Awonke says that the policy was never updated therefore we need to get a letter of authority from the court. We asked to speak to the manager. We spoke to Tania Lee, the manager on the 19th of February 2019. Even though the consultant is admitting to the error, but no one is taking responsibility. We are the ones who are required to run around at this time of sorrow due to an error that was not completely my grandmother's fault. The funeral is on Saturday the 23rd of February 2019 and we have not started any preparations due to this dilemma caused by this unreliable insurance company.