FNB Life POOR client service cost me R20 000

I have been battling since 2017 to get my husband on my funeral policy. I experienced a lack of communication and helpfulness. (Ref FN ********** 0002 : FNB Life - Funeral - Annual Statement - FNBREF# ********** 0) I even have send them the documents as they requested and (my mistake) assumed it was now done and he was placed on my policy. On 20 September 2017 I even notified them they still had my old surname on the policy and to correct it. I was send a merged document and in the document they stated their own wording where it was said "Good day Kindly provide us with your ID and policy number so that we can assist you. Also email the marriage certificate and ID copy for us to be able to change your surname. as for adding your husband, you can email us his full names and the ID and the cover amount you want for him or you can contact us on ********** ." This gave me the idea if I send it my surname will be changed and my husband will be added. End of story. I even responded "Good day Thank you for the quick response. Attached please find my marriage certificate as requested. My husband is EDWIN JOHN CLARKE ID 580 ********** 089 What will the extra premium be,please? Do you do Life Assurance too? Thanking you" On my last question I was never answered and assumed it could not be that much otherwise they would inform me. October 24 I requested : "Thank you. Could you kindly supply me with more information regarding the cover amounts and the premiums attached thereto? For example: R20 000 for me as well as R20 000 for husband and what the monthly premium would be as well as higher cover amounts. Thank you" On 2-10-2017 they send me an amendment of my surname and my husband was still not listed, but my name and surname they have written (Mrs Berril Berril) My first name became my name and surname and I requested another amendment On June 6 2018 I wrote tp FNB Life: " I'm still waiting to add my husband onto the policy! Is it now almost a year since I've asked???" An amendment notification was send 0n 17 July 2018 but no policy schedule. Later in the same month (of which I cannot remember the exact date) I got hold of someone willing to eventually talk to me and my surname was still wrong but now my husband was on the policy and his 6 months waiting period according to the policy would expire on 2018-12-19. BUT he passed away on 2018-12-18 (ONE DAY BEFORE THE DATE THEY PUT ON POLICY AS HIS 6 MONTHS WAITING PERIOD) and FNB Life refused to pay out the claim.

Now: I have been battling FOR HOW LONG to get him on the policy and FNB just refuse to take responsibility for their lack of customer service and help to have put my husband on the policy in 2017.

This is not fair towards me or other clients who will most definitely experience the same bad service.