Bad customer experience

Bad experience, I lost my daughter in a car accident in Feb this year. I had 2 claims one for funeral which paid me successfully. Then on the 20th Feb I submitted another claim with Hollard Tsakane branch till today I haven't received any feedback. I went to Nomthamsanqa the consultant who initially helped me with the claim to find out what was happening but she told me all documents were emailed and Paulette Motaung was responsible for the claim. When I noticed that nothing was happening I placed complained with Hollard life and Elizabeth was the one who tried to solve my complain but it was not resolved. On the 8th of March I sent an email to Paulette to check on my claim that's when she decided to tell me that the first page of police was missing and confirmation of banking details. Nomathasanqa forwarded that page and I also forwarded her with the banking details. Since then have not heard anything. On the 17 March I sent her another email and expressed how I felt Hollard's service but did not receive any feedback again. Last week Friday I phoned in again and she still requested the same documents. My question is :Is this how Hollard treats their customers? May I please get feedback on my claim as this is really not necessary, I don't have time for this. I just lost a daughter & sister at the same time in an accident. I've been traumatised enough!!!Paulette must make a plan & find the missing documents as she already received everything on the 8th of March.