Bad service (Bury your own)

My experience with Hollard must be the worst I've ever had. I sent through a claim on the 24th of July, this claim is yet to be registered. I was told that the policy lapsed yet all the members under the policy , except for the deceased are still covered. How on earth is that possible when all these people are covered under the same policy sharing the same policy number... as proof that all payments were made a copy of the transaction statement linked to the account that gets debited was sent to Hollard, even after this the claim hasn't been registered. I called the centre today and the consultant (Racheal) asked to speak to Zola Mangali (who is the deceased that's being claimed for). I am not sure what Hollard is playing at but they should rest assured that I am not backing down, they will pay this claim out.