Bad service

Why hollard still have a funeral insurance because they don't have empathy they don't sympathise with their customers with terrible services they have? I submitted my claim with hollard on Monday, I got the call from hollard contractors advising me to take or to replace my mother with another person as she passed away and the claim was for her funeral I did that by adding my younger brother I asked about my claim and they told that everything was fine they processing the claim only to find out that was a lie hollard send me the email using the wrong email saying they need a claim from I called on Tuesday later after 14:00 pm to do the follow up I was told about the form claim that they needed I got the formand on Wednesday I submitted all the documents they needed I called again for the follow up they told me that everything was found the accepted my documents Thursday I called the agent that I was speaking with dropped the call on me when I was asking her name I called again I spoke to Roneled or something like that I don't remember the name she told me that they claim is still in process later on I called again I spoke to Thobile Hlatshwayo who told me that it was gonna be paid on Thursday later and today I called I spoke to Ofense she told me that it still in process nothave been paid they will escalate and check why it delaying I requested to speak to the manager she said the manager is in the meeting she will call me later nothing I called again by 9:40 I was told again that manager in the meeting he will call me but nothing yet I called again by 11:33 I was told that it still in process still gonna sent to payments department mind you my mother body is coming today and we must be home all of us a family and relatives by then and we have not done the grocery no paying funeral polour no buying *** nothing have been done since hollard is keeping on promising me nothing I spoke to ketumetsi she dropped the call on me as I requested to speak with the manager so no one assisted me instead they dropping the call on me they don't give you the manager if you want the manager I don't know whether it's what they were told to do if you want speak with the manager I'm really devastated I'm drained out I'm depressed no one is helping me from hollard I'm very disappointed ?I can't even look at my family now they keep on looking at me asking me I don't even know how to face them now