Completely and utterly useless

My dad had two policies (Hollard and Edgars). He passed away in June. I contacted the call centre (28/07/17) who was very efficient and received a response from them stating the documents etc. that were required to process both claims. I submitted the documents as per the email received from Hollard (6/11/17). Received a call from Hollard (21/11/17) regarding pay out of Edgars policy. I questioned when the other policy would be paid out and was advised that it would take 24-48 hours. I contacted Hollard (7/12/17) to be advised that an additional document is required (affidavit). Sent through affidavit as well as certified ID copies (14/12/17). I contacted Hollard on 18/01/18 as the policy has not been paid out yet. I asked to speak to a supervisor and was advised that they were all in meetings. The guy helping me logged a complaint on my behalf and submitted the claim to the claims department, he also assured me that his supervisor will contact me. Called Holalrd 19/01/18 as I still have not received any form of communication from Hollard. I asked to speak to the supervisor and as I am not getting the right help from the call center to only be told that the supervisors are in a meeting again. I am still on the call waiting for someone to assist me as I refuse to not speak to anyone but a supervisor - It has been an hour already!

Firstly, this is a funeral policy - You would think that the process would be a lot simpler and efficient in order to facilitate the process???

Secondly, how can one policy be paid out with the documents initially submitted and the other policy requires additional documentation if they are both underwritten by Hollard.

Thirdly, on receipt of the claim and there is a document outstanding, no contact was made with me to advise that there is documentation outstanding - Only once I called to find out was I advised that I need to submit an affidavit

Fourthly, nothing was done with the claim once all documents were submitted in December. When talking to client services, twice now they have said that the affidavit is required, and only once I give them the date of submission in December do they find the relevant document and confirm that there is nothing outstanding and the claim can be processed.

Lastly the fact that the past two days I have been advised that the supervisor cannot come to the phone to assist me is unacceptable! Yes, meetings happen and are a necessity, which I understand - But I am still waiting for a call from the supervisor since yesterday 9:00am. It's 30 hours later and I am still waiting.

The supervisor is still in a meeting and cannot come to the phone - I cannot waste my resources anymore on a call (where I just hear back round music) whilst waiting for the supervisor to return from their meeting. I asked the call centre agent to ask the supervisor to call me before the weekend begins... Haha I am just fooling myself believing that I will receive a call before the end of the day - No wait, baby steps... just receiving a call would be a miracle.

Disgusting and utterly useless service!!!! No interest to service the client!