Bad Service/Pending funeral Claim since 2021 (Ackermans/Hollard Insurance/IUA Business Solutions)

My parents took out a funeral policy many years back with Ackermans Clothing, that is underwritten by Hollard Insurance. My dad passed on, the 22 June 2021 and to date my mom is still struggling to process the claim. No pay-out was received on the funeral policy ACKPOL *** and to date it is still pending. Within the same week my dad passed on (2021), we reported his death at the Ackermans store (Parow Centre), the consultant completed the claim documents, it was emailed through to ***, and the documents was uploaded to https://selfservice.iua.co.za - Hollard insurance (IUA Business Solutions/***). We were then given a Authority document to submit to the Tygerberg hospital, whereby authorization was given by my mom (Elizabeth Messias) for the hospital to supply Hollard with any medical information required to process the claim. After numerous follow-up calls, and in store visits - again yesterday on the 04 Oct 2022 we returned to TGBH for follow-up on the process/document submissions - claim, and was informed by the sister on duty, that the documents got lost, and the Dr on on call that dealt with my dad case had left the country. We returned to Ackermans (Parow Centre), informed the consultant relayed the message that the nurse gave and was given another form that should be completed, with payment of R459, the document should then be returned to the store again, and it will then be sent through to the hospital. After 1year and 3months my dads death claim benefit is still pending. We have since then contacted Hollard directly to follow-up on the claim process, and was referred from one department to the next with the call being cut off when placed on hold. On called the Hollard claim centre again on 5/10/2022, spoke to Mzoli/Olive - the call was transferred and line cut off at the same time. Called back 3rd time and was given the number 08*** to call and there is no answer. Also called IUA - *** no answer. Your assistance will be highly appreciated to resolve the claim.