Clicks Family Funeral cover not paid.

I would like to express my concern regarding a funeral claim still not processed or paid out. Clicks Family Funeral policy not paid out and the funeral had to be paid cash where there was a active policy on the Deceased.I have been calling their call centre with no Joy held on for over 60min with no consultant taking my call and hunged up.I eventually went to a Hollard branch in Johannesburg Ghandi square with all the necessary documents to submit my claim and was turned away saying that they cannot assist.I then went to another branch later that day in Lenasia and they assisted with the respect and empathy needed when dealing with a funeral claim. I received a call the same day from a lady Sibongile Nxumalo whoninformed me that she will be dealing with my claim.I returned the completed claim Form and supporting documentation the Wednesday morning and yet again no reply informing me if all my documents was received and in order. I have spend a total of about R200 on airtime just calling a dead end line with no consultants available.I totally understand that we are faced with remote working but that shouldn't keep us from servicing clients.When one is faced with the loss of a loved one and there is cover in place we shouldn't have to pay for the barial running around.I was informed of technical issues when I eventually got hold of Sibongile.I must express my rage with the pathetic service received.Not one premium missed for the last 5 years and this is how we are treated as clients.