Hollard Funeral policy - useless, untrained personnel

Been paying for a Hollard funeral policy through Standard bank from 17 November 1998. I'm at my wits end dealing with bunch of *********** people. When a loved one dies, a person expects to deal with competent people. I have been struggling for weeks trying to submit a claim. I have submitted all required forms and documents to three different email addresses supp**** to me by personnel at Hollard when they have all my policy detail in front of them!!