Bad service Finrite administrators

I have a funeral policy from Ackermans A-Plus Family Protection Plan underwritten by Hollard Life and administered by FINRITE which I've been paying since 2003. Policy number 03HRC/ACF/FUN/2/2003. CLAIM NO: ACKCLM41888. My lifelong partner David Coetzee passed away on 03 October 2020. I submitted a claim on 11 October 2020 with all the documents attached via email to ackermans @finrite.co.za at 8H55 . On 14 October 2020 at 18H50 I made a query by email with no reply from them. On 21 October 2020 at 10H30 I phone and they denied receiving the claim. After the lady checked their emails, she confirmed that the claim form with attachments were received by them on 14 October 2020 and that she will forward to claims department. On 28 October 2020 at 11H26 I queried it again via email. No response from Finrite. On 5 November 2020 at 14H49 I phoned again and was advised that I will be contacted. On 5 November at 16H10 I received a phone call advising that they need 2 Affidavits from 2 family members (one person from my side of the family and 1 person on his side of the family) stating the we were indeed lifelong partners for the past 23 years. This was send to *** on 10 November 2020 at 12H55. On 11 November 2020 at 14H57 I phoned again and the lady advised me that they did not receive the documents. After checking their emails, she confirmed that they did receive the documents on said date and they will let me know of the outcome of the claim within 48 hours. This morning 16 November 2020 at 10H52 I phoned again as the 48 hours has gone long past, the lady again told me that they are still waitng for the affidavits ! I asked to speak to a supervisor as this is really unacceptable, which was not available. Then the person I was speaking to, advised me that they did indeed receive the affidavits but now are looking for "Rejected premiums" which I really do not understand. For the last 17 years I've paid more in premiums than that the policy is worth. I want to know how long will this claim still going on and what are they still looking for ???? The service I get is very annoying and fustrated and that I must go through this after my loved one passed away