Bad, disgusting and pathetic service ever

I took out a funeral policy for my mother and my father in 2014, the agent who assisted adviced me to put my mother as policy holder and my father as second life cover. He told me I will be a beneficiary and a premium payer. I paid my policy since then without any problem. I submitted a claim under my father on 27/04/2019 I never receive any acknowledgement from them until I follow up on 30/05/2019 where I was advised by one of the clueless consulted that the reason for the delay was because I didn't attached my certified ID document. I sent the certify document the same day and still did not received any feedback whether they received or not until I call today where I was advised I am not allowed to claim. My question is why I was made a premium payer and beneficiary if I was not allowed to claim? I have structured policies with Standard Bank and Old Mutual they paid within 24 hours without any hustle. This service from their consulted is very bad and pathetic, they are clueless about everything and they don't even bother to send you sms or email to inform your about the progress of your claim.

I will write in every social media page, I will write to their CEO and lastly I will complaint to Ombudsman for Long Term Insurance Act , FSCA and FAIS Ombudsman as they really dont understand the word "BENEFICIARY".

The Funeral is on Sunday and now I must borrow money but my father was covered, I will tell everyone close to me to stay the hell out of the fly by night Companies like Hollard.

All I need is to pay the claim so that I can leave your pathetic company alone that does not understand the word BENEFICIARY.