4months later funeral still not paid.

I've had the worst experience with hollard. I have a funeral cover of which I have never missed a payment ever since I took the cover many years ago. Its just over three months since the passing of my husband. Immediately when it happened I called hollard to find out what documentation is needed so that I can get funds from my funeral cover. I submitted all documents as instructed and waited for them to contact me.... until today no-one has ever made any effort to tell me any updates.. initially when I called I was told that they are still investigating that was in December n same story in January 2018. Again in Feb I made a follow up an agent by the name of Sinikiwe she promised me that she has escalated the matter to the assessment department and someone will call me back in two weeks..a month later nothing. I called again, by luck I spoke to the same *********** Sinikiwe again I had to remind her of my case, I requested to speak to a manager and again it was my lucky day all hollard managers were out for a meeting no,one was available to assist me. She told that a Thulani Khanyi will call me later in the day if not first thing in the morning. Mr. SAKS NTOMBELA your staff is so *********** its appalling.I sent emails to hollard complaints department..no-one bothered to respond not even acknowledge my complain. Amazingly so my premiums were adjusted and still deducting n yet my claim hasn't been paid. So what exactly am I paying for because you didn't help me when I needed assistance most... Its really frustrating dealing with hollard because noone has answers for me nor have the time to attend my case. I also upgraded my policy and I was told that when I get my payment it will the amount of my old cover not the new cover...if ask why, they said its because the 6months period was not over...I have been a client for years what nonsense is that? it is for this reason why I wouldn't recommend nor refer anyone to hollard.