Bad customer experience

Reported Funeral claim on Thursday, 31 January and was promised that documents will be sent to further process claim (***). Documents were never sent. Subsequently went to website on Friday and downloaded them. On Monday 1st Feb, submitted documents. 2nd Feb, made follow-up around 16:30 and was told documents have not been received and was given a different e-mail address from the one on the website. Biggest frustration of all is that I took this policy to cover my in-laws. Due to age difference between myself and wife, I was told I could not be made a policy holder without thinking that in future I will have limited rights to this policy. I am the one who opened the policy, addresses on the policies are mine, debits are coming out of my account but I have no legal rights on the policy. The funeral is Saturday and God knows if this policy will have been processed. I suppose the call centre wasted valuable time and now will have try submit documents in a walk in centre which will obviously treat this a new claim and I will have to wait another 48hrs or so.